Customer Service Representative

Job Description

Job Description

Location: Hagerstown, MD

Work Type: On-Site

Schedule: Full-Time

Pay: $17.00 to $19.00 an hour+ additional bonus potential

About Us
Larry & Sons has proudly served the Hagerstown community for years, specializing in plumbing, HVAC, and electrical services. As a family-oriented company, we’re more than just co-workers—we’re a team that values relationships, celebrates achievements, and supports career growth. At Larry & Sons, your skills are recognized, your hard work is appreciated, and your career is set up for long-term success.

Why Join Us?

• Top-Tier Pay: Competitive hourly rates with bonus and incentive opportunities
• Ongoing Training: Paid technical training, certifications, and development programs
• Comprehensive Benefits: Health, dental, and vision insurance, 401(k) with company match, paid time off (PTO), and paid holidays
• Career Growth: Clear paths for advancement into leadership or specialization
• Strong Company Culture: Team outings, employee appreciation events, and supportive leadership

ESSENTIAL JOB FUNCTIONS:

• Successfully convert requests for service into booked appointments to meet individual and team KPI goals
• Correctly identify customer needs and overcome objections that may impede call booking
• Accurately collect and enter all necessary customer information into the service database
• Answers all calls with a sense of urgency while providing superior customer service at all times
• Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling
• Follow-up with customers to ensure overall satisfaction with customer experience and service
• Effectively handles all other lead sources; such as web leads and answering service messages.
• Successfully performs opening and closing duties.
• Ensure safety best practices are followed in the field.
• Work cross functionally with dispatchers and other departments to ensure the customer is fully taken care of
• Responsible for the distribution of service window updates to all service teams.
• Capture and distribute customer concerns to the appropriate service team(s).
• Other duties as assigned.

PREFERRED:

• 3+ year experience working in a customer service role
• Proficient in Microsoft Office
• Sales experience a plus

Pre-Employment Requirements:
All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report. These are conducted in compliance with applicable laws and regulations.

Disclaimer:
The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE