CSR - Electrical, HVAC, or Plumbing

B&J Plumbing, Heating, and Air; Wilson (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

B & J Plumbing, Heating, and Air Conditioning in Wilson, NC seeks an experienced Customer Service Representative with HVAC, plumbing, or electrical background to join our growing team. You will deliver exceptional customer experiences in a fast-paced environment and support scheduling and coordination efforts.

Responsibilities include answering calls, scheduling service, providing basic troubleshooting, and collaborating with Dispatch, Sales, and Field Teams.

Qualifications

• 1+ years of customer service experience in HVAC, plumbing or electrical fields.
• Excellent communication and interpersonal skills.
• Strong typing and high level of accuracy.

Responsibilities

• Answer incoming customer calls and respond professionally and friendly.
• Schedule service appointments for HVAC, plumbing, or electrical customers.
• Communicate appointment confirmations, updates, and follow-ups with customers.
• Provide basic troubleshooting guidance and route calls accordingly.
• Maintain accurate customer and job data in scheduling software (ServiceTitan a plus).
• Resolve customer concerns or escalate to management when needed.
• Collaborate with Dispatch, Sales, and Field Teams to ensure a seamless experience.
• Follow SOPs and company guidelines for call handling and documentation.
• Assist with outbound calls for appointment confirmations and reminders.

Skills

Customer service

Typing accuracy

Communication skills

Multitasking

Tools

ServiceTitan

Job description

B & J Plumbing, Heating, and Air Conditioning is looking for an experienced Customer Service Representative with a background in HVAC, plumbing, or electrical to join our growing team. This is a great opportunity for someone who thrives in a fast-paced environment and takes pride in delivering exceptional customer experiences. We offer strong benefits, a supportive team culture, and a company that truly values its employees. If you’re organized, customer-focused, and want to be part of a company where your work makes an impact every day, we’d love to meet you.

Responsibilities:

• Answer incoming customer calls and respond to inquiries in a professional, friendly manner.
• Schedule service appointments for HVAC plumbing or electrical customers accurately and efficiently.
• Communicate with customers regarding appointment confirmations, updates, and follow-ups.
• Provide basic troubleshooting guidance and route calls appropriately when needed.
• Maintain accurate customer and job information in scheduling software (ServiceTitan experience is a plus).
• Resolve customer concerns or escalated issues to management when necessary.
• Collaborate with Dispatch, Sales, and Field Teams to ensure a seamless customer experience.
• Follow standard operating procedures and company guidelines for call handling and documentation.
• Assist with outbound calls for appointment confirmations, reminders, and customer follow-ups

Qualifications:

• One (1)+ years of customer service, or call center experience in HVAC, plumbing or electrical required.
• Ability to work onsite in the office on a daily basis.
• Must be able to pass a background check
• Strong typing skills with a high level of accuracy.
• Experience using ServiceTitan is highly preferred.
• Strong communication and interpersonal skills
• Excellent multitasking and organizational abilities
• Positive attitude with a customer-first mindset
• Ability to remain calm and professional in a fast-paced environment
• Proficient with computers, scheduling software, and phone systems