Customer Service Representative (CSR)

Job Description

Job Description

Description:

Join the Magnolia Plumbing, LLC Team!
For more than 75 years, Magnolia Plumbing, LLC has been a trusted provider of plumbing, HVAC, wastewater management, and underground utility services throughout the Washington, DC metropolitan area. As we continue to grow, we are looking for experienced professionals to join our Underground Utilities Division.

Magnolia Plumbing, LLC is seeking a motivated and customer-focused Customer Service Representative (CSR) to join our growing team. The CSR will be responsible for providing an exceptional customer experience by assisting homeowners with scheduling service appointments, answering questions, coordinating with technicians, and supporting daily operations.

The ideal candidate is organized, professional, and able to thrive in a fast-paced environment while maintaining a positive attitude and strong communication with customers and team members.

Responsibilities

• Serve as the first point of contact for customers by answering incoming calls and responding to service requests.
• Schedule and coordinate plumbing and HVAC service appointments.
• Communicate appointment details, updates, and service information with customers.
• Dispatch and coordinate with field technicians to ensure efficient scheduling and customer support.
• Maintain accurate customer information and service records within company systems.
• Assist customers with questions regarding appointments, services, and next steps.
• Handle customer concerns professionally and work toward timely resolutions.
• Follow up with customers regarding completed services and overall satisfaction.
• Communicate effectively with Service Managers, Technicians, and internal departments.
• Support daily administrative tasks and office operations as needed.

• Previous customer service, call center, dispatch, scheduling, or administrative experience preferred.
• Experience in the HVAC, plumbing, construction, or home services industry is a plus.
• Strong verbal and written communication skills with professional phone etiquette.
• Excellent customer service skills with the ability to handle customer concerns professionally.
• Ability to multitask, prioritize, and manage multiple appointments in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Comfortable learning and using computer systems, scheduling software, and CRM platforms.
• Ability to maintain accurate records and documentation.
• Strong problem-solving skills and the ability to make decisions while supporting customers and technicians.
• Ability to work independently while also contributing to a collaborative team environment.
• Positive attitude, reliability, and willingness to support a growing organization.

Benefits & Culture

• Medical benefits starting the first of the month, plus company-paid life insurance and long-term disability.
• Company contributions to 401(k) and HSA.
• Company-paid Employee Assistance Program (EAP) and mental health coverage.
• Company-paid Basic Life Insurance Policy.
• Paid time off (PTO) available from day one.
• Empowered environment: we trust you to own your work.
• Opportunity to pursue trade school and ongoing professional development.

As part of our standard hiring process, this role requires completion of a background check and drug screening following an offer of employment.