On Site: Customer Service Representative

NOTE: This is an On Site Position - Must be located within 1 hour's driving distance to 44256

HOURS: FULL TIME, WEEKEND COVERAGE REQUIRED

TYPICAL SHIFT IS THURSDAY THRU MONDAY, 8AM-4PM

PAY IS 16-18 AN HOUR, ALSO OFFERING BENEFITS AND PTO

ON-SITE ADMIN SUPPORT EXPERIENCE MANDATORY

EXPERIENCE WITH PHONE SYSTEMS AND CLOUD BASED SYSTEMS IS MANDATORY

Get Paid to Help People!

Tired of choosing between weekend income and family time? Now you can have both! Join QTL Holdings, the trusted name behind One Hour Heating & Air Conditioning and Benjamin Franklin Plumbing across Ohio, for an on-site opportunity that fits your life.

Why You'll Love This Role: No cold calling or sales pressure! Growing Company - More hours can become available as we expand. Make a Real Impact - Help families get their heating, cooling & plumbing fixed fast. No Selling Required! - These customers already want our services - you're just connecting them with solutions.

What You'll Really Do:

  • Take inbound calls from customers who need our services (main responsibility)
  • Monitor and manage overflow calls that route to our AI backup system, stepping in where a live person is needed
  • Sort and prioritize calls parked by our virtual call system
  • Take appropriate action, with a sense of urgency (Assess, decide, and act)
  • Make judgment calls on appointment priority and technician assignments
  • Handle customer escalations that need a real person with good instincts
  • Return calls to customers who already reached out to us
  • Follow up with existing club members and warm leads
  • Schedule appointments that get people the help they need
  • Support our field heroes who keep Ohio homes comfortable

You'll thrive here if you:

  • Don't freeze when something unexpected hits your screen
  • Can read a situation, make a judgement call, and keep moving
  • Actually like working with technology that thinks (our AI doesn't replace you - it frees you to focus on what you do best)
  • Know the difference between "this needs a manager" and "I've got this"
  • Have worked in roles where hesitation costs something - time, safety, satisfaction, results

Backgrounds that translate well: Crisis response, healthcare coordination, customer service across multi-site operations, behavioral support, anywhere you had to assess, decide and act.

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