Customer Support Representative II (Remote)

Job Title: Call Center Support Representative (Remote)
Location: Remote (Local to Seattle, WA)
Compensation: $23.00 to $25.00 per hour, depending on experience

About Hydromax USA
Since 2003, Hydromax USA has been a leader in advanced field services and solutions that empower utilities to make the most of their infrastructure investments. Our work is dedicated to improving the safety, sustainability, and reliability of the nation’s energy assets and natural resources. We employ smart, passionate people that solve complex problems using the most innovative suite of solutions available. By seamlessly connecting people, processes, and technologies, our team creates a digital environment that verifiably improves and modernizes the operations of our utility partners. We believe that our clear mission makes the world a better place: understand the present and protect the future.

Position Summary
The Call Center Support Representative at Hydromax USA plays a vital role in ensuring customer satisfaction by managing a high volume of inbound and outbound calls. This is a work-from-home role for candidates located in the Seattle, WA area. This position requires quick decision-making and effective communication skills to build positive relationships with customers while addressing their inquiries and service requests. The representative will work in a fast-paced team environment, collaborating with technicians and other departments to optimize service delivery and enhance operational efficiency.

Primary Responsibilities

• Respond promptly to all customer and technician inquiries via phone, email, or other communication channels.
• Efficiently conduct and manage a large volume of inbound and outbound customer service calls.
• Work closely with technicians, managers, and other departments to maintain seamless operations.
• Participate in call calibration sessions for quality improvement purposes.
• Address scheduling conflicts, route optimization, and urgent service requests efficiently.
• Keep comprehensive and accurate records of service requests, technician assignments, and customer feedback.
• Use advanced scheduling tools to reduce travel time and maximize productivity.
• Provide a high level of customer service to exceed customer expectations and establish sustainable relationships.
• Analyze complex information to identify escalation opportunities and recommend optimal solutions.

Qualifications

• High School Diploma or GED.

• Strong listening, comprehension, and customer service skills.

• Excellent verbal and written communication skills.

• Strong problem-solving skills with attention to detail.

• Ability to work well under pressure while maintaining a positive attitude.

• Demonstrated emotional intelligence and professionalism in customer interactions.

• Working knowledge of Microsoft Office; ability to learn CRM/contact center software.

• Ability to pass a thorough background check and pre-employment drug screen.

Preferred

• Previous experience in customer support, call center, dispatch, scheduling, or phone-based customer service.

Benefits

• Competitive base pay ($23.00 - $25 depending on experience)

• Weekly pay

• Medical, dental, vision insurance and more

• Company-paid life insurance

• Paid holidays and personal paid time off (PTO)

• 401(k) with company match after 6 months

• Career advancement opportunities

Working at Hydromax USA:
At Hydromax USA, we’re committed to a culture that embraces safety and strives for excellence. We achieve this through focusing on continuous improvement, promoting employee development, and building lasting customer relationships through mutual trust and honesty. All of this is accomplished while safely providing customers with unequaled customer service and exceeding expectations through deliverables.

We stand firmly behind our mission statement – “Understand the Present, Protect the Future”. In our industry when work is sloppy or incomplete, it can directly impact public safety. Therefore, the work we do is extremely important, and we hold ourselves to the highest standards possible. As a Hydromax USA employee, you will be on the front lines of customer service and public safety.

Questions? Contact us at recruiting@hydromaxusa.com
Hydromax USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Disclaimer
The above statements are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the job requirements. Rather, they are intended to describe the general nature of the job. Hydromax USA reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment