Customer Service Representative (CSR)

Location: Buffalo, NY
Company: T-Mark Plumbing, Heating, Cooling & Electric
Pay: $21-$23 per hour

Be the Friendly Voice Our Customers Count On!

At T-Mark, we know great customer experiences start with great people. We're looking for a Customer Service Representative who enjoys helping others, thrives in a fast-paced environment, and knows how to turn every customer interaction into a positive experience.

If you're someone who loves talking to people, solving problems, staying organized, and being part of a winning team, we'd love to meet you.

What You'll Do

• Answer incoming customer calls and assist with scheduling service appointments
• Provide outstanding customer service on every interaction
• Help customers with questions, concerns, and appointment requests
• Accurately enter customer information and service details into company software
• Communicate effectively with dispatchers, technicians, and customers
• Resolve customer concerns professionally and efficiently
• Manage multiple tasks while maintaining accuracy and attention to detail
• Support the team in delivering a five-star customer experience
• Assist with outbound calling campaigns as needed
• Help maintain appointment schedules and maximize booking opportunities

What We're Looking For

• 1+ years of customer service experience
• Experience working for a residential HVAC, plumbing, electrical, or home services company is required
• Strong understanding of how residential service businesses operate
• Experience scheduling service calls and supporting technicians
• Service Titan experience strongly preferred
• Strong verbal and written communication skills
• Ability to handle high-volume customer interactions
• Strong problem-solving and conflict resolution skills
• Excellent attention to detail and accuracy
• Ability to multitask and stay organized in a fast-paced environment
• Customer-focused mindset with a positive, professional attitude
• Dependable, team-oriented, and eager to learn

Bonus Points For

• Previous CSR, dispatcher, or call center experience in the home services industry
• Experience with memberships and maintenance agreements
• Experience with outbound calling and rehash campaigns
• Experience booking appointments and converting inbound opportunities
• Familiarity with HVAC, plumbing, electrical, or drain service terminology

What We Offer

• $21-$23 per hour
• Medical, dental, and vision insurance
• Paid time off and paid holidays
• 401(k) with company match
• Career growth opportunities
• Ongoing training and development
• Supportive team environment
• Stable, year-round company

Join the T-Mark Team

This is not an entry-level CSR role. We're looking for someone who understands the home services industry, can confidently support customers and technicians, and thrives in a fast-paced environment.

If you're the type of person who enjoys helping customers, solving problems, and keeping things running smoothly behind the scenes, apply today and join the T-Mark team!