Customer Service Representative

Job Description

Job Description

Customer Service Representative (CSR)

Hosack Plumbing, Heating & Cooling
$17–$19/hour | Full-Time

Great With People AND Comfortable Selling Over the Phone?

Do you have a great personality, strong communication skills, and a professional phone presence? Are you comfortable talking with customers, recommending services and memberships, and turning conversations into booked appointments?

Hosack Plumbing, Heating & Cooling is looking for a Customer Service Representative (CSR) to join our growing team!

Our CSRs are more than just the people answering the phones. You'll be one of the first points of contact for our customers and play an important role in booking service calls, generating opportunities, promoting our membership program, and delivering an exceptional customer experience.

We're looking for someone who is customer-focused but also has a sales mindset. Someone who isn't afraid to ask for the appointment, explain the value of a membership, and work toward individual and team goals.

Pay:

$17.00–$20.00 per hour , offer based on experience

Schedule: Monday–Friday, 8:00 AM–5:00 PM

On-Call / After-Hours Expectations: As needed

What You'll Do:

• Answer incoming customer calls with a friendly, professional, and confident attitude

• Turn incoming calls into booked service appointments

• Schedule plumbing, HVAC, drain, and other service appointments

• Make outbound calls to existing and potential customers to generate and fill service opportunities

• Follow up with customers on open opportunities, previous service needs, and available appointments

• Promote and sell company membership/service plans by clearly explaining the value and benefits to customers

• Identify opportunities during customer conversations and confidently recommend appropriate services

• Use strong phone skills to overcome basic objections and help customers make scheduling decisions

• Meet or exceed established KPIs and performance goals, including booking rates, outbound activity, membership sales, call volume, and other call center metrics

• Listen to customers, ask the right questions, and understand their service needs

• Gather accurate information for Dispatchers and Service Technicians

• Communicate appointment times, scheduling changes, and service updates

• Handle customer questions and concerns professionally

• Work closely with Dispatchers, Technicians, and Service Managers

• Maintain accurate customer and job information in our system

• Help identify opportunities to fill open spots on the schedule

• Deliver an exceptional customer experience on every call

What We're Looking For:

We want someone who is-

• Friendly, positive, and professional

• Comfortable selling and recommending services over the phone

• Confident asking customers to book an appointment or purchase a membership

• Motivated by goals and performance metrics

• Comfortable making outbound calls

• Able to build rapport quickly with customers

• A strong communicator and active listener

• Comfortable overcoming customer objections

• Organized and detail-oriented

• Reliable and dependable

• Comfortable handling a high volume of calls

• Able to multitask and prioritize

• Calm under pressure

• Comfortable handling upset or frustrated customers professionally

• Competitive and motivated while still being a team player

• Coachable and open to feedback

• Someone who takes ownership and follows through

Experience:

Previous experience in customer service, inside sales, call centers, appointment setting, membership sales, or phone sales is strongly preferred.

Experience in plumbing, HVAC, electrical, home services, dispatch, or ServiceTitan is a plus.

You don't have to be an HVAC or plumbing expert. We can teach you the industry.  What we're looking for is someone who already knows how to communicate, connect with customers, ask for the business, and confidently sell over the phone.

Benefits:

Our benefits include-

• Health Insurance

• Dental Insurance

• Vision Insurance

• 401(k)

• Paid Time Off

• Paid Holidays

• Life Insurance

• Short-Term and Long-Term Disability

• Employee Discounts

• Company-Provided Training

• Career Advancement Opportunities

• Additional Company Benefits

Why Join Hosack?

At Hosack Plumbing, Heating & Cooling, our CSRs play an important role in both the customer experience and the success of the business.

Every phone call is an opportunity—to help a customer, book an appointment, build a relationship, promote the value of our membership program, and keep our Service Technicians productive.

We believe in training, coaching, and developing our people. If you're motivated by goals, enjoy talking with people, and want an opportunity to grow within a fast-paced home-services company, this could be a great fit.

Ready to Join Our Team?

If you're positive, dependable, persuasive, comfortable on the phone, and motivated to hit goals, we want to hear from you.

Apply today to join Hosack Plumbing, Heating & Cooling!

Location: 110 W Pittman St. O'Fallon, MO 63366