Job Description
J.C Electric, Inc. is seeking a friendly, dependable, and customer-focused Contact Center / Chat Agent to serve as a key point of contact for our customers. This role is responsible for responding to customer inquiries by phone, chat, email, and other communication channels, providing helpful information, scheduling or coordinating service when needed, and ensuring every customer interaction reflects the professionalism of J.C Electric, Inc.
Key Responsibilities
* Respond promptly and professionally to inbound customer calls, chats, emails, and inquiries.
* Provide customers with accurate information regarding services, appointments, scheduling, and general questions.
* Identify customer needs and determine the appropriate next steps or resources.
* Schedule, confirm, reschedule, and coordinate service appointments as needed.
* Communicate customer requests and relevant information clearly to technicians, dispatchers, and internal teams.
* Document customer interactions, requests, and follow-up needs accurately in company systems.
* Monitor and respond to online chat and digital communications in a timely manner.
* Handle customer concerns and complaints with patience, professionalism, and a focus on resolution.
* Follow established customer-service procedures, scripts, and escalation guidelines.
* Maintain a positive and professional tone across all customer interactions.
* Follow up with customers when additional information or action is required.
* Protect customer information and maintain confidentiality.
* Support the team with other administrative or customer-service duties as assigned.
Qualifications
* High school diploma or equivalent preferred.
* Previous customer service, call center, contact center, dispatch, scheduling, or administrative experience preferred.
* Excellent verbal and written communication skills.
* Strong typing, computer, and data-entry skills.
* Comfortable communicating with customers through multiple channels, including phone, chat, and email.
* Strong attention to detail and organizational skills.
* Ability to multitask and prioritize in a fast-paced environment.
* Professional, dependable, and customer-focused attitude.
* Ability to remain calm and courteous when handling difficult or time-sensitive situations.
* Comfortable learning company software, CRM, scheduling, and communication systems.
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