CSR (HVAC/Plumbing Company) in Sudbury

Energy Jobline ZR; Sudbury; On-site; GBP 80,000 - 100,000; Full time

Job summary

A trusted HVAC services company is seeking a Customer Service Representative to join their team. This office-based role involves answering calls, scheduling service appointments, and providing top-quality customer experience. The ideal candidate will have strong communication skills and experience with dispatching software like ServiceTitan. The company offers competitive pay, health benefits, and opportunities for advancement.

Benefits

Simple IRA matching

Bonus based on performance

Competitive salary

Health insurance

Paid time off

Qualifications

• High school diploma required; college degree preferred.
• Prior experience in HVAC, plumbing, or mechanical service environment a plus.
• Dependable, punctual, and organized with a solid work ethic.

Responsibilities

• Answer incoming calls promptly and professionally.
• Accurately enter and update customer information in ServiceTitan.
• Conduct post-service follow-up calls to ensure satisfaction.

Skills

Excellent written and verbal communication skills

Strong customer service mindset

Proficiency in Microsoft Office Suite

Experience using ServiceTitan

Ability to work under pressure

Education

High school diploma

College degree

Tools

ServiceTitan

Microsoft Office Suite

Google Workspace

Dropbox

Job description

Customer Service Representative

Lavallee Systems, a trusted plumbing, heating, and air conditioning company serving Central and Eastern Massachusetts, is seeking a detail-oriented, organized, and personable Customer Service Representative to support our residential service, construction, and installation teams.

North Oxford, MA | Office-Based Role with Full Benefits

Benefits

• Simple IRA matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Donation matching
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Wage and Benefits Package

• Hourly Rate: $23$32 (based on experience)
• Paid Sick and Vacation Time: Up to 4 weeks based on length of service
• Paid Holidays: 7 annually
• Yearly Bonus Program
• Health and Dental Insurance: 50% company-paid
• Term Life Insurance: 100% company-paid
• Company-Matched Retirement Plan: 3% of earnings
• Short-Term, Long-Term, Accident, and Vision Insurance Available
• Paid Training and Professional Development

Responsibilities

• Answer incoming calls promptly and professionally, following scripts to deliver a consistent, high-quality customer experience
• Communicate clearly with dispatch and management to support smooth scheduling and job flow
• Accurately enter and update customer information in ServiceTitan and internal systems
• Schedule service, maintenance, and estimate appointments in coordination with technicians and customers
• Conduct post-service follow-up calls to ensure satisfaction and resolve issues
• Make outbound calls for reminders, follow-ups, and unscheduled estimates
• Support the Dispatch Service Representative (DSR) as needed with booking remodeling and install appointments
• Participate in ongoing training to strengthen your knowledge of HVAC and plumbing services
• Handle customer complaints professionally and elevate when necessary
• Collaborate across departments to ensure a positive, solutions-oriented work environment

Knowledge & Abilities

• Ability to work under pressure and make timely, independent decisions
• Understanding of HVAC/plumbing systems, residential remodeling, or construction processes
• Familiarity with construction terminology and workflow
• Proficiency in Microsoft Office Suite, Google Workspace, and Dropbox
• Ability to focus on computer-based tasks for extended periods

Skills & Qualifications

• High school diploma required; college degree preferred
• Experience using ServiceTitan (strongly) or similar dispatching software
• Prior experience in HVAC, plumbing, or mechanical service environment a plus
• Excellent written and verbal communication skills
• Strong customer service mindset and professional phone etiquette
• Dependable, punctual, and organized with a solid work ethic

About Lavallee Systems

Lavallee Systems is a family-owned and operated plumbing, heating, air conditioning, and water filtration company with over 30 years of trusted service. We’ve built our reputation on craftsmanship, professionalism, and helping clients make informed decisions about their systems.