Customer Service Representative (CSR) – (Remote)

About the Role
Yess Boss Plumbing Inc. is seeking a reliable, fluent English-speaking Customer Service Representative (CSR) to join our remote answering service team. As the first point of contact for homeowners, you’ll play a key role in booking service appointments, responding to inquiries, and delivering a professional and supportive customer experience.

This role is ideal for someone who is customer-focused, detail-oriented, and thrives in a fast-paced, cloud-based environment. Plumbing experience is a plus but not required — we’ll provide training for the right person with a strong work ethic and a passion for helping others.
Work Schedule
• Full-Time: Wednesday to Sunday
• Shift: 5pm – 2:00am EST (Toronto, Canada time) which is 5am-2pm Philippine Time (PHT)
• Answer all inbound calls promptly within three rings using a professional and friendly tone.
• Gather complete customer information including: full name, contact numbers, email, full address (with unit number), issue description, and availability.
• Schedule plumbing appointments in the appropriate service window: Evening (6PM–8PM), Night (8PM–10PM) or 10pm-12am.
• Assign the most suitable technician based on availability, expertise, and proximity.
• Clearly communicate appointment details to the customer, including technician name and arrival expectations.
• Log all jobs and customer interactions in FieldPulse CRM accurately and in real time.
• Return all missed or dropped calls immediately and follow up on leads from Google ads, HomeDepot, Bark, and HomeStars.
• Follow company scripts and protocols for call handling, booking, and complaints.
• Build rapport and trust with each caller through empathy and active listening.
• Make follow-up calls within 24–48 hours of service completion to confirm satisfaction and request an online review.
• Document all feedback and escalate any concerns. Use insights for service improvements.
• Submit daily reports by 2:00 AM including calls handled, jobs booked, follow-ups completed, and any flagged issues.
• Attend weekly Monday safety meetings and ongoing training in technical skills, customer service, and software tools.
• Complete initial 1-week training and participate in performance reviews every 6 months.
Required Qualifications & Skills
• Fluent in English (spoken and written); French is an asset but not required.
• Excellent verbal communication and phone etiquette.
• Strong problem-solving, active listening, and multitasking skills.
• Organized, proactive, and dependable in a remote work setup.
• Preferred: experience in customer service, call centers, or remote admin support.
• Bonus: experience using FieldPulse CRM or similar platforms (training provided).
• High-speed, stable internet connection is a must (minimum 25 Mbps recommended).
• Quiet and professional home office setup.
• High school diploma or equivalent.
Technical Requirements
• Reliable laptop or desktop computer.
• Noise-cancelling headset.
• Backup power source (preferred but not required).
About Yess Boss Plumbing Inc.
Yess Boss Plumbing Inc. is a dynamic, fast-growing plumbing company based in Ontario, Canada. We’re known for our professionalism, customer-first service, and commitment to quality. We believe in empowering our team with clear processes, strong support, and a positive remote work culture.
How to Apply
Please submit the following:
1. Your updated resume (PDF preferred)
2. A short video (1–2 minutes) introducing yourself and sharing your customer service or VA experience
3. A brief message explaining why you're a great fit for Yess Boss Plumbing Inc.
4. Include the word "Green Elephant" as the subject line of your application before submitting the application.
We thank all applicants for their interest, but only shortlisted candidates will be contacted.