Front Office Customer Service Representative

Job Description

Job Description

Benefits/Perks

• Medical insurance
• Dental insurance
• Vision insurance
• 401K retirement with company match
• Vacation, paid time off after one year of employment
• Company-paid training
• Employee discounts for Culligan in-home products

Every Family. Every Day. Every Call. Every Time.

At Culligan of Chico, our commitment is simple: Every Family, Every Day. Every customer interaction matters, and every family who contacts us deserves to feel heard, valued, and confident that their needs are being taken care of.

We operate with a clear service standard: “The First Call Is the Last Call.” Our goal is to resolve the customer’s need during the first interaction whenever reasonably possible. Customers should not have to call multiple times, repeat their story, or chase us for an answer.

Our CSRs are expected to take ownership, provide solutions, follow through, and deliver a consistent level of service that reflects the Culligan standard— every family, every day, every interaction.

Our Customer Service Representatives are held to a high standard of accountability, responsiveness, and customer care. This is more than a position answering phones—it is a position that requires ownership, follow-through, problem-solving, and a commitment to getting the customer to the right solution.

Our Expectations

• No phone call goes unanswered. Every call represents a customer who needs our help.
• Own the customer experience from the first hello to the final resolution.
• Live by “The First Call Is the Last Call.” Work toward resolving the customer’s need during the first interaction whenever possible.
• Every Family, Every Day. Treat every customer with professionalism, respect, urgency, and genuine care.
• Take ownership. Do not simply transfer a problem—take responsibility for helping find the solution.
• Follow through. Customer callbacks, open issues, requests, and commitments must be completed and documented.
• Be proactive. Anticipate customer needs, identify solutions, and take action without waiting to be told what to do.
• Meet established performance expectations and metrics for call answering, productivity, scheduling, accuracy, follow-up, and customer service.
• Communicate clearly and professionally with customers and with our Service, Route, Sales, Billing, and Operations teams.
• Follow Culligan processes and procedures consistently while continuing to learn and improve.
• Be accountable for your results. Reliability, attendance, responsiveness, accuracy, and performance are essential to success in this position.

What Success Looks Like

A successful CSR is someone who can be trusted to answer the call, understand the need, find the solution, and follow through.

We want every customer to finish their interaction with Culligan thinking:

“They listened to me. They helped me. They took care of it.”

Because at Culligan of Chico, our standard is not simply to answer the phone.

Our standard is to take care of every family, every day.