2nd Shift Customer Service Representative

Customer Service Representative (CSR)

Bloomington, MN | Full-Time | Entry-Level | Growth Opportunity

At Hero, we're more than a service providerwe're a trusted partner in delivering comfort, safety, and peace of mind to our community. Our team is committed to creating a seamless, high-quality experience for every customer, from their first interaction through the completion of their service.

About the Role

As a Customer Service Representative, you'll be the first point of contact for our customers, helping to deliver a smooth and professional experience across calls, texts, and emails. You'll play a critical, task-focused role in scheduling service appointments, supporting our dispatch team, and ensuring our technicians are running at full capacity.

This is an excellent opportunity for someone early in their career who is eager to build skills, work in a fast-paced environment, and grow within a supportive, performance-driven organization.

Schedule

2nd Shift: 12:00 PM - 8:00 PM

Work any day of the week with flexible scheduling options

Schedules designed to support family needs, commuting, and work-life balance

What You'll Do

• Answer inbound calls, texts, emails, and customer inquiries with professionalism and positivity
• Schedule, reschedule, and confirm service appointments with accuracy and efficiency
• Make outbound calls to customers to fill open appointment slots and maintain a full dispatch board
• Work closely with the dispatch team to ensure schedules are optimized and running smoothly
• Resolve customer concerns using established processes, focusing on first-call resolution whenever possible
• Accurately enter and update customer information in company systems
• Manage a steady volume of tasks while staying organized, focused, and on schedule
• Stay informed on current promotions, services, and processes to effectively support customers
• Perform additional duties as assigned

What We're Looking For

• Strong communication skills and a customer-first mindset
• High attention to detail and strong organizational skills
• Comfortable using computers and learning new systems quickly (ServiceTitan experience is a plus)
• Ability to multitask, problem-solve, and work with a sense of urgency
• Self-motivated and able to work independently while staying on task
• Reliable, punctual, and prepared to start work on time
• Sales or call center experience is a plus

What Success Looks Like

• Accurate and efficient scheduling that supports a full and optimized technician schedule
• Consistent, high-quality customer interactions across all channels
• Strong productivity and ability to manage multiple tasks effectively
• Successful resolution of customer concerns with minimal escalation
• Dependable execution of daily responsibilities

Compensation & Benefits

• Full-time, 40 hours per week
• Hourly pay (based on experience)
• Weekly and monthly performance-based incentives
• Pay increases tied to performance levelsnot tenure
• Overtime opportunities may be available or required based on business needs
• Full benefits package, including:
• Medical, dental, and vision insurance
• 401(k)
• Employee discounts

Growth Opportunities

This role is designed as a starting point for career growth at Hero. High-performing CSRs have opportunities to advance within the Contact Center (e.g. Lead roles) or explore career paths in areas like Customer Care, Dispatch, Trade Operations or specialized support teams like Marketing and Accounting.

Why Join Hero?

• Build valuable, transferable skills in customer service and operations
• Work in a supportive, team-oriented environment
• Gain exposure to growing service and technology-driven operations
• Be part of a company that values performance, development, and internal growth