Customer Service Representative (CSR)

Position Summary:

The Customer Service Representative (CSR) at Andersen Plumbing & Heating is the first point of contact for our customers and plays a key role in ensuring a smooth, professional experience from the first phone call through job completion. The Customer Service Representative (CSR) supports the technicians by scheduling service, coordinating communication, and maintaining accurate customer records.

Key Responsibilities:

Customer Communication Answer and route inbound calls promptly and professionally. Greet customers with a friendly, service-focused attitude in line with Andersen Plumbing & Heating values. Assist callers with HVAC and plumbing service requests, maintenance questions, pricing, and general inquiries. Document customer concerns and follow up to ensure issues are resolved. Communicate clearly with customers regarding appointment windows, technician arrival times, and any schedule changes. Scheduling & Dispatch Support Schedule HVAC and plumbing appointments efficiently based on technician skills, service area, and availability. Provide technicians with accurate job notes, customer history, and special instructions. Monitor technician progress and adjust the schedule as needed during the day. Notify customers promptly of delays or rescheduling needs. Sales & Service Assistance Convert incoming calls into scheduled service appointments. Promote maintenance plans, specials, and recommended services. Identify opportunities to upsell additional HVAC or plumbing services when appropriate.

Qualifications:

Previous customer service experience required; experience in HVAC, plumbing, or home services preferred. Strong phone and communication skills. Ability to multitask, especially during seasonal peaks. Comfort with scheduling and dispatching software (ServiceTitan, Housecall Pro, Service Fusion, or similar). Strong organizational skills and attention to detail. Ability to remain professional and calm during high call volume or urgent situations. Basic HVAC/plumbing knowledge a plus (training provided).

Key Competencies:

Customer-first mindset Professional communication Time management & prioritization Problem-solving Adaptability & willingness to learn

Working Environment:

Occasional overtime may be required during extremely hot or cold seasons.

Job Type:

Full-time (40 hours per week)

Work Location:

In Office Pay:

$18.00 - $25.00 per hour

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Experience:

Dispatching:

1 year (Preferred)

ServiceTitan:

1 year (Preferred)

Work Location:

In person