CSR - Electrical, HVAC, or Plumbing

B&J Plumbing, Heating, and Air; Wilson (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

B & J Plumbing, Heating, and Air Conditioning is seeking an experienced Customer Service Representative with a background in HVAC, plumbing, or electrical to join our growing team. The role focuses on delivering exceptional customer experiences while coordinating appointments and providing basic troubleshooting guidance.

We value organized, customer-focused individuals who thrive in a fast-paced environment and are comfortable working onsite in the office daily.

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 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.

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 escalate 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

Skills

Customer service

Call center

Communication

Multitasking

Typing

HVAC experience

Plumbing experience

Electrical knowledge

Tools

ServiceTitan

Scheduling software

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 escalade 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