Customer Service Representative

Customer Service Representative

Join the team at PV Heating, Cooling & Plumbing as our next Customer Service Representative! In this vital role, you will be the voice of our company, delivering top-notch support to our homeowners while managing ServiceTitan accounts and coordinating HVAC and plumbing appointments to ensure a seamless service experience.  

Our Ideal Candidate: You are a dependable, team-oriented professional with previous HVAC or plumbing CSR experience. You thrive in fast-paced environments and possess the sharp analytical skills and attention to detail needed to manage complex scheduling. As a proactive self-starter with a "can-do" attitude, you are eager to grow with a company that is deeply committed to innovation, continuous training, and outstanding customer care.

Hours:
Full-Time & Part-Time available!
8am-5pm, 10am-7pm or 11:30a-8:30p
In-Office

Position Requirements:
To succeed in this role, you must have:
Previous HVAC / Plumbing CSR Experience (Required)
Excellent communication skills, including active listening
Service-oriented and able to resolve customer grievances
Proficient computer skills with the ability to learn new software
Must be highly organized with good attention to detail and follow-through
Ability to perform multiple tasks in a fast-paced environment
Geographical knowledge of service area/or map-reading skills
Team player working in a team environment
High school diploma or equivalent

Position Responsibilities:
As a CSR, you are the heartbeat of our operations. You’ll provide exceptional service so customers never have to worry about their HVAC or plumbing again. Your expertise will encompass:

Proactive Communication: Interacting with customers via telephone and email to provide expert support and information on our premium services.

Outbound Engagement: Executing a minimum of 100 outbound calls per day to follow up on leads, schedule maintenance, and ensure customer satisfaction.

ServiceTitan Management: Properly creating and managing all customer service agreements and completing all daily "Tasks" within the ServiceTitan platform.

Strategic Scheduling: Coordinating complex appointments, including consultations, service calls, assessments, and maintenance visits, to optimize our technicians' routes.

Problem Resolution: Fielding customer questions and complaints with a "can-do" attitude, resolving issues personally or forwarding them to the appropriate specialist when necessary.

Account Maintenance: Keeping meticulous records of customer interactions, including details of inquiries, complaints, and comments to ensure a seamless history of care.

Administrative Support: Assisting with back-office tasks such as dispatching, inside sales support, and collecting payments.

Disclaimer: By completing this form you give PV Heating, Cooling & Plumbing permission to contact you through email, phone, and text about current job openings.