Customer service rep/ office help

About the Role
Jumbo Plumbing is looking for reliable, professional, and customer-focused Virtual Assistants to support our Customer Service and data entry operations.
In this role, you are often the first point of contact for our customers. You’ll be answering calls, responding to inquiries, and helping homeowners who are dealing with real plumbing issues—sometimes stressful ones. How you communicate matters.
We’re not just looking for someone to answer phones. We’re looking for someone who can be a calm, friendly, and reassuring voice, someone who listens, understands, and makes the customer feel taken care of from the very first interaction.
Alongside customer communication, you’ll play a key role in keeping our systems clean and organized by entering accurate job details, updating notes, and making sure nothing falls through the cracks.
Work Schedule
We are hiring 3 tea ---------- mbers to cover different 8-hour shifts to ensure phone coverage throughout the day.
• Each position is roughly 8 hours per shift
• Shifts will be assigned to ensure coverage across mornings, evenings, and overnight
• Some weekday daytime (EST) gaps may exist as our office staff can shoulder that load, but overall coverage is the priority
Key Responsibilities
• Answer all inbound calls promptly with a friendly, professional, and confident tone
• Be a “smiling voice” on the phone—creating a positive, reassuring experience for every customer
• Listen actively, understand customer concerns, and respond with empathy and clarity
• Gather complete and accurate customer information (name, contact details, address, issue description, availability)
• Enter and update job details in the CRM system in real time
• Review and close out jobs from previous days, ensuring all notes are complete and accurate
• Respond to customer messages and inquiries in a timely and professional manner
• Maintain clean, organized records so technicians and office staff have clear, reliable information
• Follow internal systems and processes to ensure consistency and quality of service
• Support the team by ensuring nothing is missed and everything is properly documented
Why This Role Matters
At Jumbo Plumbing, the customer experience starts the ---------- nt the phone is answered.
A calm, friendly, and professional interaction builds trust immediately. A rushed or unclear one does the opposite.
At the same time, accurate data and clean systems are what keep the entire operation running smoothly. Technicians rely on clear information. Customers rely on consistent communication.
You are a key part of both.
Qualifications & Skills
• Fluent in English (spoken and written)
• Strong communication skills with excellent phone presence
• Naturally warm, patient, and empathetic with customers
• Strong attention to detail and accuracy in data entry
• Organized, reliable, and able to work independently
• Able to multitask and stay focused in a fast-paced environment
• Previous experience in customer service, call centers, or virtual assistant roles is preferred
• Experience with CRM systems is an asset (training provided)
Technical Requirements
• Reliable computer or laptop
• High-speed, stable internet connection
• Noise-cancelling headset
• Quiet, professional work environment
About Jumbo Plumbing
Jumbo Plumbing is a professional, systems-driven plumbing company based in Ontario, Canada. We are known for high-quality work, clean job sites, and a strong commitment to customer service.
We operate as a team, support each other, and hold a high standard in everything we do—from how we communicate with customers to how we manage our internal systems.
How to Apply
Please submit:
Your updated resume
A short video (1–2 minutes) introducing yourself and your customer service experience
A brief message explaining why you would be a good fit for this role
If you want to push this even further, I can:
Include the word Orange Elephant in the subject line of your application if your serious about the role