Customer Service Representative

Job Description

Job Description

Overview

Hiring: Customer Service Representative

Position: Customer Service Representative (CSR)
Job Type: Full-Time, 8:00 - 4:30 pm, based on business needs

Work Location: Orange Beach, AL In-Person

Pay: $18 an hour based on skills and experience.

About the Role:

We are looking for a friendly, dependable, and motivated Customer Service Representative to join our team.

Our CSRs are often the  first impression a customer has of our company . You will answer incoming calls, understand what the customer needs, express empathy, help them feel confident that they have called the right company, and work to schedule the appropriate service.

This is more than simply answering the phone. A successful CSR listens carefully, communicates clearly, solves problems, and helps turn customer inquiries into booked appointments.

You do not need to be a plumbing expert—we will provide the training and tools you need. Experience in customer service, call centers, home services, hospitality, retail, or similar customer-facing roles is helpful, but attitude, communication skills, and willingness to learn are equally important.

 

What You'll Do:

• Answer inbound customer calls in a friendly, professional, and timely manner.
• Listen carefully to understand the customers’ needs and determine how we can help.
• Convert customer inquiries into scheduled service appointments whenever appropriate.
• Accurately collect and enter customer, property, and service information into our system.
• Communicate appointment expectations, availability, and next steps clearly to customers.
• Identify opportunities to explain available maintenance plans, memberships, or other relevant services.
• Respond professionally to customer questions, concerns, and objections.
• Help resolve customer issues and escalate situations when additional assistance is needed.
• Coordinate with dispatchers, technicians, managers, and other team members to provide smooth customer experience.
• Follow up with customers when needed to help recover unscheduled opportunities or resolve outstanding issues.
• Maintain accurate notes and documentation of customer interactions.
• Participate in ongoing training, call coaching, and performance improvement.
• Support other customer service and administrative activities as business needs require.

 

What Success Looks Like:

Successful CSRs provide excellent customer experience while helping the company serve as many customers as possible.

Performance may be measured using factors such as:

• Quality of the customer experience
• Percentage of inbound opportunities successfully booked
• Accuracy and completeness of customer information
• Call quality and adherence to company processes
• Membership or maintenance-plan opportunities
• Reliability and responsiveness
• Teamwork and communication
• Customer follow-up and resolution of concerns

We believe performance metrics should help employees improve—not simply measure them. Coaching, training, and feedback are an ongoing part of the role.

 

You may be a great fit if you:

• Have excellent verbal communication and phone skills.
• Enjoy talking with people and helping solve problems.
• Are a strong listener who can identify what a customer really needs.
• Can remain friendly and professional when customers are frustrated or stressed.
• Are comfortable asking questions and guiding a conversation toward scheduling an appointment.
• Are organized and detail oriented.
• Can accurately enter information while speaking with customers.
• Can manage multiple priorities in a fast-moving environment.
• Have good judgment and know when to ask for help.
• Are comfortable learning new technology and software.
• Respond well to coaching and want to continuously improve.
• Enjoy working as part of a team.
• Bring a positive, dependable, solutions-oriented attitude to work.

 

Previous customer service, call-center, or home-services experience is preferred but not required for the right candidate.

Experience using Service Titan or other home-services management, dispatching, or customer relationship software is preferred but not required. We will provide training on the systems and processes used by our company.

Compensation & Performance Incentives

 

We offer competitive compensation along with opportunities to earn additional incentive compensation based on performance.

Depending on the position and location, incentive opportunities may include results such as appointment-booking performance, membership sales, customer-service quality, and other measurable goals.

 

What is in it for You:

• 100% employer-paid Health, Dental insurance after 90 days
• After 1 year, 401(k) with 3% company contribution, regardless of employee contribution
• PTO on accrual basis from day one with rate increasing each year up to 4 weeks per year
• 7 paid holidays per year

 

Why Join Us?

We operate in an essential industry where customers often call because something in their home isn't working and they need help. That makes the CSR role important.

You'll be part of a team that works together to solve problems, take care of customers, and continually improve how we operate. We provide training, coaching, and opportunities to develop your skills and grow with the organization.

If you're a strong communicator who enjoys helping people, likes being part of a team, and wants your performance to make a visible difference, we'd like to hear from you.