Customer Service Representative

Job Description

Job Description

Customer Service Representative (CSR)

John Nugent & Sons – Sterling, VA

Looking for a customer service role where your work actually matters and the phones stay busy?

For more than 50 years, John Nugent & Sons has been a trusted residential service provider serving homeowners across Northern Virginia. Our success is driven by skilled technicians in the field—and strong Customer Service Representatives who keep the operation running smoothly. When customers call us, you’re the first voice they hear and a key part of the customer experience.

We’re looking for a  Customer Service Representative who can handle a fast-paced environment, communicate clearly, and take pride in helping customers while keeping schedules full and memberships growing.

What You’ll Do

• Respond to customer requests, resolve issues and promote the company
• Convert incoming customer calls into booked service appointments
• Outbound calling to our customers to schedule appointments
• Develop a proven track record in customer service.
• Participate in training so that you grow and develop as a professional
• Maintain and update our customer database with complete and accurate information
• Maintain communication with dispatch and your manager

What We’re Looking For

• Strong verbal communication with ability to control and guide conversations
• Reliable attendance and punctuality (critical for call volume coverage)
• Ability to multitask across systems while maintaining accuracy
• Strong problem-solving skills and ability to handle objections professionally
• Comfortable working in a fast-paced, performance-driven environment
• Basic computer proficiency (CRM systems, scheduling software, etc.)

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.