Customer Service Representative (CSR)

Customer Service Representative (CSR) – Plumbing & HVAC

West Desert Plumbing, Heating & Air

Pay: $18.00–$20.00 per hour

West Desert Plumbing, Heating & Air is looking for a dependable and organized Customer Service Representative (CSR) to join our office team.

The CSR is one of the primary points of contact between our company and our customers. This position is responsible for answering incoming calls, gathering accurate customer information, scheduling routine service calls, following up on estimates and recommendations, and helping manage our customer membership program.

We are looking for someone who communicates well, stays organized, follows through on tasks, and is comfortable working with customers throughout the day.

Primary Responsibilities

• Answer incoming Plumbing and HVAC customer calls in a professional and friendly manner.
• Listen to customer concerns and gather accurate information about the reason for the call.
• Enter customer information, service requests, notes, and appointment details accurately into our system.
• Locate existing customer records and keep customer contact information up to date.
• Schedule routine Plumbing and HVAC service calls based on availability.
• Clearly explain appointment details and what the customer should expect next.
• Follow up with customers regarding outstanding estimates and recommended work.
• Help convert approved estimates into scheduled work.
• Track estimates and customer follow-ups so opportunities do not get overlooked.
• Maintain and track customers enrolled in our Exclusive Membership Program.
• Assist with membership renewals, customer questions, and membership-related scheduling.
• Identify additional Plumbing or HVAC needs mentioned by customers and make sure they are properly documented.
• Communicate with dispatch, technicians, and management when customer information affects an active or upcoming job.
• Monitor customer messages and make sure customers receive timely responses.
• Maintain accurate and professional customer notes.
• Help ensure customers receive consistent communication from the initial phone call through completion of their service.
• Assist with general office and customer-service responsibilities as needed.

Customer Service Expectations

The CSR should be able to:

• Communicate confidently and professionally over the phone.
• Listen carefully and show empathy when customers are dealing with plumbing or HVAC problems.
• Provide customers with clear expectations without attempting to diagnose technical problems over the phone.
• Stay organized while handling phone calls, scheduling, customer follow-up, and multiple ongoing tasks.
• Follow through on customer requests and outstanding estimates.
• Work effectively with technicians, dispatch, management, and other office staff.
• Maintain a positive and professional attitude when working with customers and coworkers.

Qualifications

• Strong verbal and written communication skills.
• Excellent customer-service skills.
• Strong organizational skills and attention to detail.
• Comfortable using computers, phones, and customer-management software.
• Ability to accurately enter and maintain customer information.
• Ability to manage multiple tasks and priorities throughout the workday.
• Dependable and able to follow established company procedures.
• Previous customer service, dispatch, office, Plumbing, HVAC, or home-service experience is a plus.

Compensation

$18.00–$20.00 per hour, depending on experience and qualifications.

About West Desert Plumbing, Heating & Air

West Desert Plumbing, Heating & Air provides residential Plumbing, Heating, and Air Conditioning services throughout Southern Utah. We focus on providing professional service, clear communication, quality workmanship, and a positive experience for our customers.

We are looking for someone who wants to become an important part of our office team and help us continue providing a high level of service as the company grows.

If you are interested please apply through indeed and upload a resume. You may also contact me through email at [email protected]

Pay: $18.00 - $20.00 per hour

Expected hours: 40.0 per week

Work Location: In person