Customer Service Rep for Installation Team

DRF Water Heating Solutions; Plainfield (IL); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Health benefits

Training opportunities

Team environment

Outstanding company culture

Job summary

DRF Water Solutions is seeking a customer-focused Customer Service Representative to support customers through the water heater installation process. You will be a key contact for customers, technicians, subcontractors, retail partners, and internal teams to ensure installations are completed smoothly and efficiently.

Responsibilities include handling inquiries via phone, email, chat, and text, providing appointment updates, coordinating with plumbers and internal teams, maintaining CRM records,

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, etc.) 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

Customer service

Communication skills

Problem solving

Multitasking

CRM systems

Microsoft Office

Teamwork

Education

High school diploma

Tools

CRM software

Microsoft Office

Job description

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.

What You Need:

Qualifications

• 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
• Ongoing training and development opportunities
• Supportive, team-oriented work environment
• Outstanding company culture

Evenings and Weekends are required.

DRF Water Solutions