CSR for Installation Team

DRF Water Heating Solutions; Plainfield (NJ); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Health benefits

Tuition reimbursement

Ongoing training and development

Job summary

DRF Water Heating Solutions in New Jersey is seeking a Customer Service Representative to support customers through the water heater installation process.

You will be the main contact for customers, technicians, and partners, handling inquiries, scheduling, and documentation to ensure installs run smoothly and efficiently.

Join a friendly, growth-focused team with ongoing training and clear career advancement opportunities.

Qualifications

• High school diploma or equivalent.
• Experience in customer service, call center, dispatch, administrative support, or a related role.
• Home services experience (plumbing, HVAC, installation support) is a plus but not required.

Responsibilities

• Handle customer inquiries via phone, email, chat, and text.
• Provide appointment updates, scheduling information, and installation status updates.
• Proactively communicate with customers to ensure a positive experience.
• Resolve customer concerns professionally and efficiently.
• Coordinate between customers, plumbers, subcontractors, retail partners, and internal teams.
• Support dispatch operations with scheduling updates and customer availability.
• Assist with resolving scheduling conflicts, permit questions, and service issues.
• Maintain accurate customer records in CRM systems.
• Verify and update installation documentation, permits, photos, and service records.
• Process customer payments accurately.
• Assist with post-installation documentation and account updates.

Skills

Verbal communication

Written communication

Multitasking

Attention to detail

Teamwork

Problem-solving

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM systems

Job description

Be the Voice Behind Exceptional Service
We are seeking a customer-focused Customer Service Representative to support customers throughout the water heater installation process. This role serves as a key point of contact for customers, technicians, subcontractors, retail partners, and internal teams to ensure installations are completed smoothly and efficiently.

Be the Voice Behind Exceptional Service
We are seeking a customer-focused Customer Service Representative to support customers throughout the water heater installation process. This role serves as a key point of contact for customers, technicians, subcontractors, retail partners, and internal teams to ensure installations are completed smoothly and efficiently.

What You'll Do

Customer Service

• Handle customer inquiries via phone, email, chat, and text.
• Provide appointment updates, scheduling information, and installation status updates.
• Proactively communicate with customers to ensure a positive experience.
• Resolve customer concerns professionally and efficiently.

Scheduling & Coordination

• Coordinate between customers, plumbers, subcontractors, retail partners, and internal teams.
• Support dispatch operations with scheduling updates and customer availability.
• Assist with resolving scheduling conflicts, permit questions, and service issues.

Records & Administrative Support

• Maintain accurate customer records in CRM systems.
• Verify and update installation documentation, permits, photos, and service records.
• Process customer payments accurately.
• Assist with post-installation documentation and account updates.

Qualifications

What You Need:

• High school diploma or equivalent.
• Previous experience in customer service, call center, dispatch, administrative support, or a related role.
• Home services experience (plumbing, HVAC, installation support, etc.) is a plus but not required.

Required Skills

• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to multitask and stay organized in a fast-paced environment.
• Strong attention to detail.
• Proficiency with Microsoft Office and CRM systems.
• Ability to work both independently and as part of a team.

What We Offer

• Health and welfare benefits
• Tuition reimbursement
• Ongoing training and development opportunities
• Supportive, team-oriented work environment
• Outstanding company culture
• Career growth opportunities

If you're a motivated professional who enjoys helping customers and thrives in a fast-paced environment, we'd love to hear from you.