Customer Service Representative

Job Description

Job Description

Customer Service Representative (CSR)

Location: Annapolis, MD Pay: $19-$24 per hour, depending on experience Schedule: Full-Time | Monday-Friday

Are you a people person who enjoys solving problems, staying organized, and making someone's day a little easier?

Coastal Heating & Air in Annapolis, MD, is looking for a friendly, dependable, and detail-oriented Customer Service Representative to join its team.

As a Customer Service Representative, you'll be an important part of our daily operations. You'll help customers schedule appointments, answer questions, and ensure they receive the support they need. You'll also work closely with our office and field teams to keep communication flowing and deliver an excellent customer experience.

We're proud of the team we've built. Some of our employees have been with us for nearly 20 years! We believe in maintaining a positive, productive workplace where employees support one another, enjoy their work, and feel valued.

What We Offer

• Pay of $19-$24 per hour, depending on experience.
• Employer-paid medical insurance for employees, with dependent coverage available.
• Dental and vision insurance.
• Paid vacation.
• Paid holidays.
• Paid sick leave.
• 401(k) with company contribution.
• Company-paid life insurance.
• Short-term and long-term disability coverage.
• A stable work environment with an established, supportive team.
• A positive company culture where employees are valued and teamwork matters.

What You'll Be Responsible For

• Answer incoming customer calls with professionalism and a positive attitude.
• Schedule service appointments and assist with coordinating customer requests.
• Respond to customer questions and provide accurate information.
• Maintain customer records, appointment details, and service notes.
• Communicate with technicians and office personnel regarding scheduling and customer needs.
• Follow up with customers regarding appointments and service requests.
• Assist with appointment confirmations, scheduling changes, and customer notifications.
• Handle customer concerns professionally and work toward appropriate resolutions.
• Complete general administrative tasks, including data entry and maintaining accurate documentation.
• Help create a welcoming, organized, and efficient office environment.

What We're Looking For

• Previous customer service experience, preferably in a phone-based or office environment.
• Excellent verbal and written communication skills.
• Strong organizational abilities and attention to detail.
• Confidence handling multiple calls, tasks, and priorities.
• A friendly, patient, and professional approach to customer interactions.
• Strong computer skills and the ability to learn new software.
• Dependability, accountability, and a team-oriented attitude.
• The ability to remain calm and solution-focused when handling challenging situations.

Experience in HVAC, plumbing, electrical, or another home service industry is a plus, but not required. Experience with ServiceTitan or similar customer management software is also preferred.

Join Our Team!

We're looking for someone who takes pride in helping customers and wants to be part of a company where their work makes a difference.

If you're organized, dependable, and enjoy working with people, we'd love to hear from you.

Apply today and take the next step in your career!