Customer Service Representative supporting PrimeXBT forex and crypto clients via email, live chat, and phone. Troubleshooting issues, documenting recurring problems, and improving customer experience remotely.
About the role
- Virtual Assistant managing customer calls, plumbing appointments, dispatch, and administrative support. Front-line coordinator for Ottawa-based plumbing service company Ottawater.
Responsibilities
- Answer inbound phone calls from potential and existing customers
- Collect and maintain accurate customer, service, and lead information
- Make outbound calls for customer follow-ups and appointment coordination
- Manage email communications, inbox support, online chat, and other communication channels
- Identify and route calls or issues requiring the owner's attention
- Schedule plumbing service appointments based on customer needs and technician availability
- Coordinate dispatch activities for efficient routing and timely service
- Manage the business calendar and maintain accurate appointment information
- Coordinate changes, cancellations, and scheduling updates
- Communicate appointment information to customers and plumbers
- Monitor scheduling requirements and proactively address conflicts or gaps
- Handle routine administrative tasks supporting the plumbing business
- Maintain accurate customer and operational records
- Follow up with customers after completed plumbing services
- Request customer reviews and feedback
- Maintain CRM records, including customer service history and job notes
- Assist with basic invoicing, billing, payment processing, and follow-up for completed jobs as needed
- Assist with onboarding and scheduling coordination for newly hired plumbers
- Filter and route escalated customer calls to the owner
- Gather relevant information before escalating complex customer, vendor, or operational issues
Requirements
- Previous experience in customer service, virtual assistance, scheduling, dispatch, administrative support, or a similar role
- Excellent spoken and written English communication skills
- Comfortable answering and making phone calls as a regular part of the role
- Professional, friendly, and confident telephone manner
- Strong organizational and time-management skills
- High attention to detail when recording customer information and scheduling appointments
- Able to manage multiple conversations, appointments, and administrative tasks without losing track of details
- Comfortable working independently and following through on tasks without constant supervision
- Reliable and responsive, particularly when handling customer inquiries and scheduling matters
- Able to remain calm and professional when dealing with frustrated customers or changing schedules
- Experience using CRM or customer management systems
- Experience with scheduling or calendar management tools
- Proficiency with email and online communication platforms
- Comfortable working with spreadsheets and basic administrative systems
- Experience with dispatch, field-service, or appointment-management software is a strong advantage
- Previous experience in a plumbing, HVAC, electrical, construction, home services, or other field-service business is nice to have
- Previous dispatch or service coordination experience is nice to have
- Experience working with technicians or field-service teams is nice to have
- Experience handling customer inquiries for home-service businesses is nice to have
- Familiarity with invoicing, billing, or payment processing is nice to have
- Experience with review-generation or customer follow-up processes is nice to have
- Experience supporting the onboarding of field technicians or service personnel is nice to have
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
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