Customer Service Representative

Job Description

Job Description

Customer Service Representative (CSR) – Biard & Crockett Plumbing Heating and Air Conditioning

 

Job Summary

We are seeking a reliable and customer-focused Customer Service Representative to join our plumbing and HVAC team. The CSR serves as the first point of contact for customers, handling inbound and outbound calls, scheduling service appointments, dispatch coordination, and providing excellent customer support. The ideal candidate is organized, professional, and able to thrive in a fast-paced home service environment.

 

Key Responsibilities

• Answer incoming customer calls, emails, and text messages professionally and courteously
• Schedule plumbing, heating, air conditioning, and maintenance service appointments
• Coordinate and communicate with field technicians and dispatchers
• Enter and update customer information in company software/CRM
• Resolve customer concerns and escalate issues when necessary
• Provide customers with basic service information and appointment availability
• Confirm appointments and follow up on completed services
• Process invoices, payments, and financing paperwork when needed
• Maintain accurate records of customer interactions and service history
• Support office operations and administrative tasks as assigned

 

Qualifications

• High school diploma or equivalent required
• Previous customer service or call center experience preferred
• Experience in plumbing, HVAC, home services, or dispatching is a plus
• Strong communication and phone skills
• Ability to multitask and remain calm under pressure
• Proficient with computers, scheduling software, and Microsoft Office
• Strong attention to detail and organizational skills
• Positive attitude and team-oriented mindset

 

Preferred Skills

• Knowledge of HVAC and plumbing terminology
• Experience with Housecall Pro or similar software
• Ability to sell maintenance memberships
• Bilingual skills are a plus

 

Work Environment

• Fast-paced office setting
• Full-time and part-time positions may be available
• Some evening or weekend scheduling may be required during peak seasons

 

Compensation & Benefits

• Competitive hourly pay or salary
• Performance bonuses and incentives
• Health insurance
• Paid time off and holidays
• Retirement plan options
• Ongoing training and career growth opportunities

 

Example Performance Expectations

• Maintain high customer satisfaction ratings
• Answer calls promptly and professionally
• Accurately schedule and dispatch service calls
• Support revenue growth through excellent customer communication

Company Description

Biard and Crockett is more than simply a standard HVAC and plumbing company. While other companies specialize in one area and do an adequate job at the rest, our service professionals are trained and updated on all aspects and applications of cooling and heating services, indoor air quality solutions, and comprehensive plumbing services—from whole-house repiping and gas piping to water filtration and water heater services.

We take pride in that we stand behind the quality of our work—We train you to be great at your trade.

Company Description

Biard and Crockett is more than simply a standard HVAC and plumbing company. While other companies specialize in one area and do an adequate job at the rest, our service professionals are trained and updated on all aspects and applications of cooling and heating services, indoor air quality solutions, and comprehensive plumbing services—from whole-house repiping and gas piping to water filtration and water heater services.\r\n\r\nWe take pride in that we stand behind the quality of our work—We train you to be great at your trade.