Description

Haven Services with The Waterworks

At Haven Services, we are committed to delivering exceptional Plumbing, HVAC, Electrical, and Drain services to homeowners across the Midwest. As one of the region’s fastest-growing home service companies, we are looking for experienced, customer-focused professionals who thrive in a fast-paced environment and want to grow with a company that values teamwork, accountability, and career development.

We are currently seeking a highly motivated Customer Service Representative with 5+ years of customer service experience to join our office team. This is an in-office position within a small call center environment where professionalism, urgency, communication, and problem-solving are essential to success.

The ideal candidate is organized, dependable, customer-focused, and confident handling high-volume inbound & outbound calls while delivering an outstanding customer experience. Experience within the home service industry or trade-related environments is strongly PREFERRED.

What You’ll Do Each Day

Serve as the first point of contact and create a positive, professional first impression for customers calling for Plumbing, HVAC, Electrical, or Drain service needs
Handle high-volume inbound customer calls while maintaining professionalism and empathy
Actively listen to customer concerns and identify the best solution based on urgency and service needs
Schedule and coordinate service appointments efficiently while maximizing technician availability and routing
Accurately enter customer information, service details, and technician notes into the CRM system
Communicate clearly with customers regarding appointment windows, technician arrival times, and service expectations
Support dispatch operations by ensuring all job details are properly documented for field technicians
Resolve customer concerns and de-escalate challenging situations professionally and efficiently
Follow up with customers regarding appointments, reschedules, confirmations, and service-related questions
Maintain a strong understanding of company services, promotions, memberships, and scheduling procedures
Work collaboratively with dispatchers, managers, and field staff to ensure a seamless customer experience
Meet performance expectations related to call quality, accuracy, attendance, and customer satisfaction

Requirements

Qualifications & Experience

5+ years of customer service experience required
Previous experience in a call center or high-volume inbound call environment required
Trade industry experience or knowledge in Plumbing, HVAC, Electrical, or Drain services preferred
Experience working with CRM systems required
Service Titan experience is a strong PLUS
Excellent communication, multitasking, and problem-solving skills
Strong keyboarding, data entry, and organizational skills
Ability to remain calm and professional in fast-paced situations
Strong attention to detail and follow-through
Ability to work collaboratively within a team environment
Must be available to work Saturdays

What We Offer

Haven Services offers a supportive, team-oriented culture with opportunities for long-term growth and advancement.

Benefits Include

Competitive pay based on experience
Performance-based incentives
Medical Insurance – HDHP with HRA & HSA or PPO options
Company-paid employee HDHP premium coverage
Dental and Vision Insurance
Company-paid Life and Disability Insurance
401(k) with Employer Match
Employee Assistance Program
Paid Time Off and Paid Holidays beginning immediately upon hire
Career growth and advancement opportunities
Collaborative and professional work environment

Haven Services is an Equal Opportunity Employer – AAP/M/F/V/D/SO

Learn more about this Employer on their Career Site