Customer Service Rep

Reeds Plumbing Heating Excavating & Air LLC; Springfield (MO); On-site; USD 36,000 - 54,000; Full time

Job summary

Reeds Plumbing Heating Excavating & Air LLC in Springfield, MO is seeking a dependable call center professional to deliver excellent customer service, answer inquiries, schedule service visits, and support daily office tasks.

The role requires strong Excel skills, ability to multi-task in a fast-paced construction environment, and clear communication across departments to ensure timely, accurate service delivery.

Qualifications

• Strong analytical and critical thinking abilities.
• Ability to work in a fast-paced environment and adjust to changing priorities.
• Excellent verbal and written communication across all levels.

Responsibilities

• Answer inbound calls, emails, and live chats professionally with a cheerful demeanor.
• Schedule service visits and assist with daily office tasks to keep operations running smoothly.
• Maintain customer database with accurate, real-time notes and billing details.
• Create custom reports in Excel to support operations.
• Coordinate with dispatch to schedule calls using specialized software and optimize technician routing.
• Follow up on outstanding estimates and assist with job scheduling and auditing.
• Report service issues promptly to leadership for rapid resolution.

Skills

Analytical thinking

Multi-tasking

Customer-service focus

Communication skills

Team player

Excel proficiency

Adaptability

Tools

Excel

ServiceTitan

Job description

Description

We are looking for a dependable, self-motivated individual to join our call center team. This position focuses on providing excellent customer service, answering calls, scheduling jobs, and assisting with daily office tasks to keep things running smoothly.

Types of Responsibilities:

• Answer inbound calls, emails, and live chats professionally with a cheerful, "smiling" phone voice.
• Maintain and utilize the required ServiceTitan system scripting for quality and consistent client interactions.
• Offer specific appointment windows for service, maintenance, estimates, and multi-trade sales.
• Coordinate with dispatch to schedule calls using specialized software, maximizing efficiency by technician location.
• Field inquiries fluidly across Plumbing, HVAC, Septic, and Heavy Excavation divisions for both Residential and Commercial accounts.
• Maintain the customer database, ensuring complete, accurate, and real-time entry of notes and billing details.
• Perform administrative duties at the request of management to improve overall office efficiency.
• Promptly report any service issues to the appropriate leader to ensure rapid customer resolution.
• Follow-up on outstanding estimates
• Assist with job scheduling and auditing
• Create custom reports in Excel
• Maintain consistent, professional communication across all internal departments and leadership teams.
• Perform other duties as assigned

Requirements

• Very strong analytical and critical thinking skills
• Ability to work in a fast-paced environment and be flexible with changes
• Ability to multi-task and shift focus and priorities as needed
• Ability to handle the personalities of a construction workplace atmosphere
• Possesses a collaborative and customer-service focused work style
• Team-player attitude focused on the company’s goals
• Proficiency in Excel is a must
• Proven experience resolving complex matters, evaluating risks, analyzing possible outcomes, and making good decisions based on the information available
• Excellent verbal and written communication skills including the ability to interact professionally within all levels of the organization

Physical Requirements:

• Regularly spends long hours sitting and using office equipment and computers
• Mobility required to attend weekly meetings
• Regularly communicates verbal and written messages with others
• Occasionally lift 5-20 pounds
• Have good visual acuity

Position-Specific Standards:

• Willingness to continue professional development
• Maintain confidentiality of Company issues, concerns, and protect proprietary information