Customer Service Representative - CSR

POSITION SUMMARY
CSR supports day-to-day operations by ensuring excellent service standards, handling customer inquiries, scheduling jobs, coordinating office tasks, and assisting with admin duties (e.g., budgeting, supplies, travel, communication). The role blends customer-facing work with administrative support in a fast-paced, fun, family-oriented environment.

ABOUT THE COMPANY
Founded in 2005, To the T Plumbing & Heating, LLC is a family-owned and operated business based in Thornton, Colorado. Established by Nate and Megan Trail, the company has grown from humble beginnings into a trusted household name, serving both residential and commercial clients across Northern Colorado.

OBJECTIVES

• Respond promptly and professionally to all customer inquiries and issues.
• Coordinate job scheduling to optimize technician routes and service delivery.
• Assist with tasks such as data entry, supply management, and document organization.
• Confidently and accurately handle billing, invoicing, and payment collection.
• Log all calls, emails, and correspondence in CRM or relevant systems.
• Act as a liaison between the field and office to ensure smooth workflow.
• Manage phones, emails, letters, and packages to ensure nothing is missed.
• Book and manage arrangements for senior management as needed.
• Maintain proper stock levels and process orders efficiently.
• Support the Office Manager with financial entries and reconciliations.
• Protect customer and employee data by following company privacy protocols.
• Be a positive, professional face of the company-upholding the "To the T" standard in every interaction.

COMPETENCIES

• Demonstrates genuine care and responsiveness to customer needs.'
• Communicates clearly and professionally via phone, email, and in-person.
• Accurately enters data and monitors tasks with thoroughness.
• Juggles multiple priorities efficiently without compromising quality.
• Remains calm and constructive when resolving customer concerns.
• Prioritizes responsibilities effectively to meet daily demands.
• Uses scheduling, CRM, and Microsoft Office tools with confidence.
• Works well with office staff, field technicians, and leadership.
• Adjusts quickly to shifting needs, priorities, or customer requests.
• Handles private information with sensitivity and professionalism.
• Identifies and resolves issues independently or by escalating when needed.
• Consistently presents a courteous and respectful demeanor.

EDUCATION AND EXPERIENCE

• High School Diploma or GED: This is the standard educational requirement for entry-level CSR positions in the HVAC and plumbing sectors.
• Preferred :
  • Some College Coursework: Courses in business, communications, or related fields can be advantageous.
  • Familiarity with HVAC/Plumbing Terminology: Understanding industry-specific terms enhances communication with technicians and customers.

PHYSICAL REQUIREMENTS

• Ability to sit at a desk or workstation for long durations.
• Frequent use of hands/fingers for typing, using a mouse, and navigating software systems.
• Proficiency and comfort using a computer monitor, often with dual screens.
• Clear verbal communication for phone calls or face-to-face interactions.
• Good hearing to understand customers over the phone or via digital communications.
• Close vision to read computer screens, documents, and perform data entry accurately.
• Ability to quickly interpret written and on-screen information.
• Occasional standing, walking, bending, or reaching-for example, to retrieve files, paperwork, or office supplies.
• May need to lift or carry items weighing up to 10-20 lbs.

COMMITMENT TO DIVERSITY
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce,To the Plumbing & Heating recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.