Customer Service Representative CSR

Job Description

Job Description

CUSTOMER SERVICE REPRESENTATIVE (CSR)

Advantage Air Plumbing, Heating & Cooling
Superior, Wisconsin

Advantage Air Plumbing, Heating & Cooling is looking for a Customer Service Representative (CSR) to join our growing team.

This is a highly active, fast-paced position and an important role within our company. Our CSR is often the first person our customers speak with, so we are looking for someone who is professional, friendly, organized, dependable, and confident on the phone.

Training will be provided , including training on our services, scheduling procedures, and ServiceTitan software.

WHAT YOU'LL DO

• Answer incoming customer calls professionally and promptly
• Schedule HVAC, plumbing, sewer/drain, maintenance, and other service appointments
• Enter and maintain accurate customer information in ServiceTitan
• Ask the right questions to understand why the customer is calling and properly schedule the appropriate service
• Clearly communicate appointment expectations and availability
• Handle multiple incoming calls and scheduling needs throughout the day
• Communicate with dispatchers, technicians, managers, and other office team members
• Update customer accounts, job notes, and appointment information accurately
• Assist customers with rescheduling and general service questions
• Recognize urgent service situations and communicate them appropriately
• Make outbound calls and customer follow-ups when needed
• Help keep the daily schedule organized and productive

WHAT WE'RE LOOKING FOR

Strong phone and communication skills are a must.

The right person should be:

• Friendly and confident when speaking with customers
• Comfortable working in a busy, fast-moving environment
• Able to multitask while maintaining accuracy
• Comfortable working on a computer throughout the day
• Organized and detail-oriented
• Dependable and punctual
• Able to remain professional with frustrated or upset customers
• Comfortable learning new software and procedures
• Able to work closely with both office and field employees
• Willing to learn about HVAC, plumbing, and the home-service industry

Previous customer service, call center, dispatching, HVAC, plumbing, or ServiceTitan experience is a plus, but we are willing to train the right person.

ABOUT THE POSITION

This is not a slow receptionist position. Our CSR plays an active role in keeping our technicians working, our schedule full, and our customers taken care of.

You will receive training on ServiceTitan , our scheduling processes, the services we provide, and how Advantage Air handles customer calls.

We are looking for someone who enjoys talking with people, can handle a busy phone environment, and wants to become an important part of a growing HVAC and plumbing company.

Advantage Air Plumbing, Heating & Cooling
Superior, Wisconsin