ABOUT US:

Milani Plumbing Heating & AC is the largest and most trusted plumbing, heating, and air conditioning company in Western Canada. With decades of experience, we take pride in delivering high-quality services to our customers, ensuring their comfort and satisfaction every step of the way. We’re looking for a motivated and enthusiastic Outbound Customer Service Representative to join our team and contribute to our continued success.

POSITION OVERVIEW:

As an Outbound Customer Service Representative at Milani, you will play a key role in maintaining relationships with our valued customers. You will be calling previous clients to follow up on completed jobs, upselling additional services, and ensuring that every customer is 100% satisfied with their experience. This is an exciting opportunity to be part of a dynamic team while helping to maintain our stellar reputation for customer service.

REQUIREMENTS:

• Proven experience in customer service, ideally within an outbound calling or sales environment.
• Strong communication skills, with the ability to build rapport and engage with customers.
• A problem-solver who can handle concerns or issues calmly and professionally.
• Sales or upselling experience is an asset.
• Ability to work independently and as part of a team.
• Organized and detail-oriented, with the ability to manage multiple tasks.
• Prior experience in the plumbing, heating, or AC industry is a plus but not required.
• Must be able to work in a fast-paced environment and handle a high volume of calls.

• Conduct outbound calls to follow up with previous customers to ensure their plumbing, heating, and AC services were completed to satisfaction.
• Address any customer concerns or issues, resolving them quickly and effectively.
• Upsell additional services and products based on customer needs and previous work completed.
• Maintain detailed and accurate customer records in our CRM system.
• Provide top-notch customer service by communicating professionally and empathetically with clients.
• Work collaboratively with our technical team to ensure that any service discrepancies are addressed promptly.
• Meet and exceed daily, weekly, and monthly performance goals.
• Assist with other customer service duties as needed.