Customer Service Representative

Job Description

Job Description

Customer Service Representative - The Voice Behind Every Great Customer Experience

Location: Eugene

Pay: $18-$22 per hour based on experience. Annual earnings: $48,250-$62,400

Schedule: Monday - Friday

Join Our Team

At Reynolds Electric, Plumbing, Heating and Air, every customer relationship starts with a conversation.

As a Customer Service Representative, you are often the first person a customer speaks with when they need help. Your ability to listen, ask the right questions, and guide the conversation plays a critical role in creating a positive customer experience from the very first interaction.

We are looking for someone who enjoys helping people, communicates with confidence and empathy, and thrives in a fast-paced environment where no two conversations are exactly the same. If you enjoy building relationships, solving problems, and making a difference with every call, this role may be a strong fit.

What's In It For You

We believe great work deserves great support. We offer:

• Monday to Friday schedule (no weekends or on-call)
• Competitive pay: $18 to $22 per hour plus incentives
• 100% employer-paid medical, dental, and vision insurance for employees
• Optional dependent coverage (up to 60% employer contribution)
• 80 hours of front-loaded PTO plus 7 to 9 paid holidays annually
• 401(k) with company match
• $20,000 employer-paid life insurance
• Training and development in a growing, team-focused environment
• Long-term career growth opportunities within a respected, established company

Position Overview

As a Customer Service Representative, you will handle incoming customer calls, schedule service appointments, and support customers throughout their experience with Reynolds. You'll work closely with dispatchers, technicians, and other team members to ensure customers receive prompt, professional service and feel confident they're in good hands.

This is a customer-focused role that requires strong communication skills, attention to detail, and the ability to manage multiple priorities while maintaining a positive and professional attitude.

What You'll Be Responsible For

• Answer incoming calls and help customers schedule electrical, plumbing, heating, and air service appointments
• Build rapport with customers by actively listening, asking thoughtful questions, and identifying their needs
• Clearly explain services, appointment expectations, and next steps
• Make outbound calls to existing customers regarding maintenance visits, specials, and service opportunities
• Coordinate with dispatchers and technicians to ensure customer concerns are communicated accurately
• Schedule annual maintenance visits for membership customers
• Maintain accurate customer records and documentation within company systems
• Process customer payments and assist with administrative tasks as needed
• Support team goals by helping keep schedules full and customers informed
• Participate in ongoing training and development opportunities

What Success Looks Like

• Customers feel heard, valued, and supported during every interaction
• Calls are handled professionally, efficiently, and with empathy
• Appointments are scheduled accurately with complete information
• Customer records remain accurate and up to date
• Communication between customers, technicians, and office staff is clear and proactive
• Opportunities to serve customers are identified and acted upon appropriately
• You maintain a positive attitude and professionalism, even during busy periods

What We're Looking For

• Strong verbal and written communication skills
• Excellent grammar, spelling, and attention to detail
• Typing speed of 60+ WPM preferred
• Strong organizational skills and the ability to manage multiple tasks simultaneously
• A customer-first mindset with genuine empathy and patience
• Ability to remain calm, professional, and solution-focused during challenging conversations
• Proficiency in Microsoft Word, Outlook, and other computer-based systems
• Customer service experience in a professional setting (1+ years required)
• Strong attendance, reliability, and personal accountability
• Open to coaching, feedback, and continuous improvement
• Experience in home services, call center, scheduling, or dispatch environments is a plus but not required

About Reynolds

With nearly 65 years serving our community, Reynolds Electric, Plumbing, Heating and Air is built on quality, integrity, and accountability.

We operate as a high-performing service organization where teamwork, communication, and continuous improvement drive everything we do. Our team members are supported, challenged, and given opportunities to grow in a culture that values doing the right thing for both customers and each other.

If you're ready to be the voice that helps customers solve problems and receive exceptional service, we invite you to apply.