Customer Service Representative

Job Description

Job Description

Customer Service Representative (CSR)

Unrivaled Plumbing & Heating

Job Overview

Unrivaled Plumbing & Heating is looking for a motivated, dependable, and customer-focused Customer Service Representative to join our growing team.

Our CSR is much more than someone who answers the phone. You are often the  first impression of Unrivaled Plumbing & Heating and play a major role in creating an Ultimate Client Experience from the first phone call through the completion of the customer's service.

We are looking for someone who is confident on the phone, organized, positive, coachable, and comfortable working in a fast-paced home-service environment. The right person will take ownership of customer needs, communicate clearly, work closely with our technicians and leadership team, and look for opportunities to help every customer we serve.

This position is ideal for someone who enjoys helping people, thrives in a team environment, and wants an opportunity to grow with a company that believes in  winning together, exceeding expectations, and growing with purpose.

Responsibilities

• Answer incoming customer calls promptly, professionally, and with a positive attitude.
• Create a strong first impression by making customers feel heard, valued, and confident that they called the right company.
• Ask the right questions to understand the customer's plumbing or HVAC needs and accurately document the reason for their call.
• Book and schedule service appointments while working to maximize the company's call-booking opportunities.
• Clearly explain our scheduling process, service expectations, membership benefits, and other company policies when appropriate.
• Enter and maintain accurate customer information, job details, notes, estimates, and appointment information within Service Titan.
• Communicate with technicians and the dispatch team regarding scheduling changes, customer concerns, delays, special instructions, and job updates.
• Proactively communicate with customers when technicians are running behind or appointment times need to be adjusted.
• Follow up with customers after completed service calls to ensure they received an Unrivaled experience.
• Follow up on unsold estimates and help customers understand their options, answer questions, and move forward when they are ready.
• Assist customers with financing information and direct them through the appropriate application process when needed.
• Help schedule return visits, warranty calls, memberships, maintenance appointments, and additional recommended services.
• Handle customer concerns professionally and work toward a resolution while knowing when an issue needs to be escalated to leadership.
• Collect and process customer payments when necessary and assist with outstanding account follow-up.
• Maintain accurate customer records, notes, documentation, and communication history.
• Assist with administrative duties including email communication, reports, data entry, filing, and other office responsibilities.
• Work closely with technicians, management, and other CSRs to keep the daily schedule organized and customers informed.
• Participate in company meetings, coaching, and ongoing training to continuously improve customer service and communication skills.

What We're Looking For

• Previous customer service, call center, receptionist, dispatch, or administrative experience is preferred.
• Experience in plumbing, HVAC, home services, or another service-based business is a plus but not required.
• Strong phone communication skills with the ability to sound confident, friendly, professional, and helpful.
• Ability to ask questions and guide conversations rather than simply taking messages.
• Strong organizational and time-management skills.
• Ability to handle multiple phone calls, customers, technicians, and priorities in a fast-paced environment.
• Strong attention to detail when entering customer information and job notes.
• Comfortable learning new software and technology.
• Experience with Service Titan is a major plus.
• Experience with Microsoft Office, Google Workspace, spreadsheets, email, and other office software is preferred.
• Bilingual English/Spanish is a plus.
• Ability to remain professional and solution-focused when dealing with frustrated or upset customers.
• Dependable attendance and a willingness to take ownership of responsibilities.
• Positive attitude and willingness to receive coaching and continually improve.

The Right Person for Unrivaled

We are looking for someone who:

• Treats every phone call like an opportunity to earn a customer's trust.
• Doesn't immediately tell a customer "no" but looks for a solution.
• Understands that communication can make or break the customer's experience.
• Takes ownership instead of waiting for someone else to solve the problem.
• Can confidently ask customers for the appointment.
• Is comfortable following up instead of waiting for customers to call back.
• Pays attention to the details.
• Supports the technicians in the field and understands that the office and field are one team.
• Wants to learn, improve, and grow with the company.
• Takes pride in representing Unrivaled Plumbing & Heating.

Our Culture

At Unrivaled Plumbing & Heating, our goal isn't simply to complete plumbing and HVAC work. Our goal is to provide an experience that customers remember and a company they feel confident calling again.

Our team operates around our W.E.G.O. values:

Win Together – We succeed as one team and support one another.

Exceed Expectations – We look for opportunities to provide more value than the customer expects.

Grow With Purpose – We continuously learn, improve, and hold ourselves accountable to becoming better.

If you are energetic, dependable, enjoy helping people, and want to build a career with a growing plumbing and HVAC company, we would love to hear from you.

Come help us create an Unrivaled customer experience.

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