Customer Service Associate

Customer Service Representative



Inside Sales/Customer Service Representative Residential Plumbing & HVAC All Markets Company Southport Plumbing, Heating & Cooling Location Madison, WI. This position is on-site Reports To Branch Manager Division Residential Plumbing & HVAC Employment Type Full-Time, Monday through Friday, 8AM to 4:30PM Compensation Competitive hourly wage plus benefits

About the Role

The Customer Service Representative is the first voice a Southport customer hears and often the reason they call back. You turn inbound calls and online leads into booked appointments, answer questions with confidence, and make every customer feel like they're in good hands before a technician ever shows up at their door. This is a relationship-first, detail-first role. You'll gather the information technicians need to arrive prepared and resolve problems on the first visit, follow up after completed jobs to confirm the customer is happy, and build long-term relationships with Southport Shield Members by scheduling their routine maintenance throughout the year. The best CSRs here aren't order-takers they're trusted advisors who genuinely care about the people they talk to every day.

What You'll Do

Inbound Calls & Booking

• Answer the main line and online chat promptly and professionally with warmth and urgency, every time.
• Convert inbound calls and online leads into booked appointments by asking the right questions, understanding the customer's situation, and matching them to the right service.
• Gather accurate, detailed job information problem description, home access, customer history, and any special circumstances so technicians arrive prepared for first-call resolution.
• Present service options and membership opportunities clearly and without pressure, helping customers make informed decisions.
• Handle a high volume of calls efficiently while never making a customer feel rushed.

Customer Relationships & Follow-Up

• Follow up after completed service calls to confirm the customer is satisfied and the job was done to their expectations.
• Resolve customer concerns from start to finish no passing the buck. Escalate to the General Manager only when a situation genuinely requires it.
• Proactively call Southport Shield Members to schedule routine maintenance visits and keep their service plan on track throughout the year.
• Maintain accurate customer records, notes, and communication history in ServiceTitan after every interaction.

Scheduling Support

• Communicate booked appointments clearly to the Dispatcher with all relevant job details so the board is built accurately from the start.
• Support the Dispatcher during high-volume periods by helping manage appointment confirmations, reschedules, and customer callbacks.
• Look for opportunities to fill schedule gaps with waitlisted customers or upcoming maintenance visits.

Administrative & Team Support

• Support branch administrative needs during quiet periods between calls data entry, follow-up lists, membership outreach.
• Participate in daily team huddles with the Dispatcher and General Manager to align on the day's schedule and priorities.
• Take on additional responsibilities as needed to support the team and our customers.

What Makes You a Fit

Required

• A genuine people-person who enjoys helping others and stays calm, warm, and professional even when a customer is frustrated.
• 12 years of customer service experience in a phone-based or service environment.
• Strong listening and communication skills you ask the right questions, capture the details accurately, and leave customers feeling heard.
• Comfortable managing multiple conversations and tasks at once without losing your composure or missing details.
• Self-motivated, organized, and dependable you own your follow-up list and nothing slips.
• Reliable when a customer needs us, they need us. We need to be there for them.
• High school diploma or equivalent.

Preferred

• Experience with ServiceTitan or similar field service management or CRM software we'll train you if not.
• Experience with sales or outreach.

Why Southport

Southport Plumbing, Heating & Cooling is building toward becoming Wisconsin's most trusted name in residential service and replacement. As a Customer Service Representative, you're the first impression we make and the relationship that brings customers back. If you're a people-first communicator who takes pride in doing things right and building genuine connections with customers, we'd love to talk. Southport Home Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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