Customer Care Representative

Join Our Team at TechVill

Hey there TechVill is one of North America’s fastest-growing home services companies, leading the way in appliance repair and beyond. To support our ambitious growth goals, we’re looking for a detail-oriented **Customer Care Representative** who can manage complex scheduling, expertly handle client communication, and ensure a seamless service experience. This is a fantastic opportunity to grow your career in operations while working with a supportive, high-energy team.

**You Are Our Colleague If**:
We’re seeking a **responsible, highly organized, and adaptable professional** who thrives in a fast-paced environment, excels at clear communication, and can manage dynamic coordination tasks efficiently.

Here’s what makes you a great fit for this role:

- **Experience**:2-5 years of combined experience** in customer care and operational support.
- **Customer Journey Management**: Experience managing the full customer lifecycle, from initial contact to **resolving complaints** and ensuring satisfaction.
- **Communication Skills**:Strong English (B2+),** clear and confident on the phone, skilled at **handling scheduling objections** and process questions.
- **Detail & Multitasking**: Highly organized and detail-oriented, able to manage multiple calls, complex schedules, and logistics without losing focus.
- **Technology Proficiency**: Hands-on experience with CRM systems is a must; familiarity with ServiceTitan is preferred.
- **Mindset**: Flexible, proactive, and committed to problem-solving.
- **Availability**: Available to work **7 AM - 5 PM or 4 PM - 10 PM Calgary time,** Monday to Friday.

**What You’ll Be Doing:Service Booking & Dispatch Function**
- **Booking Conversion**: Manage all **incoming service requests (calls)**, expertly advise customers on options, and secure and **finalize repair appointments** by clearly communicating the process.
- **Scheduling & Routing**: Schedule and dispatch technicians, proactively finding available windows, and quickly **adjusting routes** to manage conflicts or delays efficiently.
- **Outbound Communication**: Make **outbound calls** to follow up on inquiries or efficiently reschedule existing appointments.
- **Troubleshooting**: Quickly and effectively troubleshoot any logístical issues, scheduling conflicts, or complex customer concerns to ensure a fast resolution.
- **KPI Tracking**: Track and meet KPIs related to appointment booking rate, call handling, and first-time resolution of issues.

**Coordination & Customer Support**
- **Quote Management**: Provide quotes and follow up with customers for approvals.
- **Internal Communication**: Communicate clearly with technicians and internal teams to keep operations running smoothly.
- **Record Accuracy**: Maintain accurate CRM records to track appointments, communications, and service status.

**What You Will Get**
- **Flexible remote work arrangement.**:

- Competitive payment in **USD,** without delays.
- Opportunities for **professional growth and learning.**:

- A supportive and collaborative team environment.
- Fully English-speaking work culture.

**Why Choose TechVill?**

We’re not just repairing appliances—we’re setting new standards in home services. Join a company that rewards excellence and offers a clear path for professional growth
- **#1 Repair Company**: Recognized by a top appliance manufacturer for exceptional service.
- **Explosive Growth**: We’ve expanded rapidly to four major Canadian cities and are aiming for **120 locations across North America by 2030.**:

- **Award-Winning Service**: Proud winner of the **2025 Consumer Choice Award** for Business Excellence.
- **Supportive Culture**: Work in a bureaucracy-free environment that values your ideas and supports your development.

Pay: ₹70,500.00 - ₹79,300.00 per month

**Benefits**:

- Paid time off
- Work from home