Job Description
Evening Customer Service Representative Martinsburg, WV 25403 Are you someone who loves helping people and takes pride in providing exceptional customer experiences? Do you want to work on a team where you’re seen, appreciated, and supported every step of the way? If that’s a YES—this might be the opportunity you've been waiting for. At
Johnson & Johnson Heating, Air Conditioning, and Plumbing , we’re not just another home services company—we’re a team of hardworking, humble people who believe in doing the right thing for both our customers and our employees.
👋
Who We Are We’re a locally-owned, faith-led, family-oriented company that’s been serving the tri-state area for decades. Our reputation is built on quality, integrity, and a people-first approach—and that includes our team. When you work here, you're not just a number—you’re part of something bigger.
💛
Why You’ll Love Working With Us - Pay: $15.00 - $20.00 per hour (Depending on skills & experience)
- Health Insurance: We pay 100% of your health coverage! Vision and dental available, too.
- Simple IRA with a company match: Plan for your future while you grow with us.
- Company Culture: We’re like a big family here. You'll enjoy company outings, team lunches, and friendships that go beyond the workplace.
- Paid Training & Career Development: We invest in our people—we want you to grow.
- If you’re looking for more than a job—if you're looking for a place to belong, grow, and make a difference—we want to meet you.
Schedule: - Monday–Thursday: 12:00 PM – 8:00 PM
- Friday: Standard business hours (due to Sabbath observance)
- Note: Flexibility may be required based on business needs and technician availability.
What You’ll Be Doing - Answering inbound calls promptly and professionally, following the company’s call handling scripts and procedures.
- Actively listening to customers to understand their needs and provide accurate information or schedule appointments accordingly.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Logging call details, customer concerns, and job information accurately in ServiceTitan.
- Communicating effectively with technicians and department managers as needed to resolve customer concerns or scheduling issues.
- Following up on customer requests, reschedules, and service reminders.
Outbound Call Focus: - Performing outbound calls with a focus on booking open estimates, club maintenance, unsold leads, and expiring memberships.
- Achieving daily outbound calling goals as defined by the Call Center Manager.
- Tracking call outcomes and report daily progress toward key performance indicators (KPIs).
- Reactivating lost customers or converting aged estimates into booked appointments through proactive engagement.
Dispatch Responsibilities (Limited Scope): - Dispatching on-call technicians efficiently based on urgency, skillset, and location during evening hours.
- Monitoring ServiceTitan for incoming emergency or after-hours service requests.
- Ensuring clear communication with technicians on call, including confirming job details and estimated arrival times.
- Escalating critical issues to department managers or leadership when needed.
✅
What We’re Looking For - High school diploma or equivalent required.
- Minimum 1–2 years of experience in a call center, dispatch, or customer service role.
- Strong verbal and written communication skills.
- Ability to multitask in a fast-paced environment with minimal supervision.
- Proficient in computer systems; experience with ServiceTitan and ProBook a plus.
- Comfortable working independently during evening hours with access to on-call support as needed.
Core Competencies: - Customer Focus
- Communication and Listening Skills
- Time Management and Prioritization
- Problem-Solving
- Initiative and Self-Motivation
- Team Collaboration
- Accountability
Ready to Get Started?📩 Apply now and let’s start building something great together.
Job Tags
Hourly pay, Full time, Afternoon shift,