Customer Service Representative Familia Heat & Air Del City, OK Job Details Part-time | Full-time $16 - $20 an hour 17 hours ago Benefits Paid time off Employee discount Professional development assistance Qualifications Customer follow-ups Employee onboarding Customer records maintenance Email customer support Texting/chatbox tools Project documentation Automation Phone communication Team leadership Standard Operating Procedures (SOPs) implementation Workflow management (operations management method) Operations coordination Service scheduling Client file management Process improvement Executive administrative support Mid-level Phone call screening Dispatching Hiring Client invoicing Key Performance Indicators Decision making Team training Recruiting Leading team collaboration initiatives Meeting facilitation Managing projects Operational excellence initiatives Office management Full Job Description This role is designed for someone who wants to grow into a key leadership position within Familia Heat, Air & Plumbing. You'll begin by learning our business from the ground up through customer service and administrative support. As you demonstrate reliability, sound judgment, initiative, and a strong understanding of our operations, you'll gradually take ownership of more responsibilities. Our long-term goal is for this role to become the owner's trusted right hand—someone who helps lead the business, keeps projects moving, and ensures the company runs smoothly every day. Phase 1: Learn the Business Focus on mastering the fundamentals. Customer Service Answer incoming phone calls Schedule service appointments Respond to text messages and emails Provide excellent customer service Route calls appropriately Follow up with customers after service Collect customer feedback and reviews Administrative Support Organize digital files Maintain customer records Enter job notes and documentation Assist with invoicing and estimates Manage calendars and appointments Keep internal systems organized Learning Learn our services and pricing Understand our software and workflows Learn company policies and procedures Shadow different departments to understand how the business operates Phase 2: Own Daily Operations Begin taking ownership instead of simply completing tasks.

Responsibilities may include:

Monitor technician schedules Ensure jobs move through the workflow Follow up on pending estimates Track callbacks and warranty work Assist with dispatching Coordinate office communication Improve office processes Maintain SOPs Help onboard new employees Phase 3: Support Leadership Become a resource for the leadership team.

Responsibilities may include:

Lead weekly project meetings Track company goals and KPIs Hold team members accountable for deadlines Coordinate company initiatives Prepare reports for leadership Manage recurring projects Assist with recruiting and hiring Coordinate training and development Handle customer escalations Phase 4: Executive Operations Manager As trust and experience grow, this role evolves into the owner's primary operational partner.

Responsibilities include:

Oversee day-to-day operations Manage cross-department projects Identify operational improvements Build and improve systems Help implement new technology and automation Lead meetings and follow up on action items Support department leaders Monitor key business metrics Solve problems before they reach the owner Protect the owner's time by filtering distractions and handling issues independently whenever appropriate At this stage, success is measured not by how many tasks you personally complete, but by how effectively you help the entire organization operate. What Success Looks Like As you grow in this role, you'll earn increasing responsibility, autonomy, and influence within the company. The expectation isn't to know everything on day one—it's to consistently learn, improve, and take ownership. Someone who thrives in this position: Takes initiative without being asked. Is highly organized and dependable. Communicates professionally. Thinks ahead and solves problems. Enjoys creating systems and improving processes. Is eager to learn every part of the business. Treats the company as if it were their own. This position offers a clear path from answering the phones to becoming an indispensable leader who helps shape the future of Familia Heat, Air & Plumbing.

Pay:

$16.00 - $20.00 per hour

Benefits:

Employee discount Paid time off Professional development assistance

Work Location:

Hybrid remote in Del City, OK 73115