Customer Service Representative
On Time Experts
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Benefits offered by this job
Job summary
On Time Experts, formerly Hosack Plumbing, Heating & Cooling, is seeking energetic Customer Service Representatives (CSRs) to serve homeowners in Chesterfield, MO. The role focuses on turning conversations into booked appointments and promoting maintenance memberships.
You will handle inbound calls, perform outbound outreach, and collaborate with dispatchers to keep technicians busy, delivering excellent customer experiences.
Qualifications
- Previous experience in customer service, inside sales, call centers, appointment setting, or phone sales.
- Experience meeting booking, conversion, or sales performance goals.
- Experience in outbound calling and follow-up with customers.
- Experience promoting memberships or service agreements is a plus.
Responsibilities
- Answer incoming customer calls with a friendly, professional attitude and book HVAC, plumbing, or home service appointments.
- Ask questions to understand needs and recommend services.
- Confidently ask for appointments and handle objections.
- Maintain accurate scheduling details and communicate expectations.
- Make proactive outbound calls to book appointments and keep technicians busy.
- Follow up on outstanding recommendations and previous estimates.
- Promote maintenance memberships and meet outbound goals.
- Collaborate with dispatchers and field teams to fill open slots.
Skills
Tools
Job description
On Time Experts | Formerly Hosack Plumbing, Heating & Cooling
Pay: $17.00–$20.00 per hour, based on experience
Schedule: Full-Time | Monday–Friday | 8:00 AM–5:00 PM
Location: 635 Trade Center Blvd, Chesterfield, MO 63005
Position Type: Full-Time | On-Site
A New Name. The Same Local Roots. An Exciting Future!
Hosack Plumbing, Heating & Cooling is entering an exciting new chapter as On Time Experts, formerly Hosack Plumbing, Heating & Cooling!
We're growing, investing in our team, and looking for energetic, motivated, and sales-minded Customer Service Representatives (CSRs) to join us!
This isn't your typical customer service job.
We're looking for someone who can deliver an amazing customer experience while confidently turning conversations into booked appointments, generating business through outbound calls, following up on service opportunities, and promoting our maintenance membership program.
Our CSRs are a critical part of our success. You're the voice of our company, the first impression for our customers, and a key player in keeping our Service Technicians busy.
If you love talking to people, aren't afraid to ask for the appointment, and enjoy working toward goals, we want to meet you!
Answer incoming customer calls with a friendly, professional, and confident attitude.
Convert incoming calls into scheduled HVAC, plumbing, drain, and other home service appointments.
Ask the right questions to understand customer needs and recommend appropriate services.
Confidently ask customers to book appointments rather than simply providing information.
Handle common customer objections and help customers make informed scheduling decisions.
Provide accurate appointment details and communicate scheduling expectations.
Deliver a positive, professional customer experience on every call.
We don't just wait for the phone to ring. Our CSRs actively help generate business!
Make proactive outbound calls to existing and potential customers to book service appointments.
Help keep technician dispatch boards full by filling available appointment openings.
Follow up with customers on outstanding technician recommendations, unsold estimates, and previously declined services.
Reconnect with customers who have postponed repairs or recommended maintenance.
Contact customers regarding overdue maintenance, seasonal service opportunities, and available appointments.
Work closely with Dispatchers to identify scheduling gaps and help fill open appointments.
Maintain consistent follow-up activity to ensure valuable customer opportunities aren't missed.
Meet established outbound call and appointment booking goals.
Confidently explain the features, benefits, and value of our maintenance membership programs.
Identify opportunities to convert service customers into maintenance members.
Recommend memberships during appropriate inbound and outbound customer interactions.
Follow up with customers who have expressed interest in membership options.
Work toward individual and team membership sales and conversion goals.
Build long-term customer relationships through great service and consistent follow-up.
We believe in clear expectations, ongoing coaching, and celebrating results!
You'll be responsible for meeting performance goals, including:
Inbound call booking and conversion rates
Outbound call activity and appointment generation
Follow-up on outstanding service recommendations
Maintenance membership sales and conversions
Call quality and customer satisfaction
Accurate customer information and appointment scheduling
Team productivity and overall call center performance
You'll receive coaching, feedback, and training to help you improve your skills and succeed.
Work closely with Dispatchers, Service Technicians, and Service Managers to ensure smooth daily operations.
Gather accurate customer and job information to help technicians arrive prepared.
Communicate appointment updates and scheduling changes professionally.
Handle customer questions, concerns, and service issues with patience and professionalism.
Maintain accurate customer records, call notes, and appointment information in Service Titan.
Follow company processes while identifying opportunities to improve the customer experience.
Personality, confidence, work ethic, and a willingness to learn matter!
We're looking for someone who is:
Sales-minded and comfortable asking for the business.
Friendly, outgoing, positive, and professional.
Confident communicating with customers over the phone.
Comfortable making outbound calls and following up with customers.
Motivated by goals, performance metrics, and achieving results.
Able to build rapport quickly and create a positive customer experience.
Comfortable recommending services and selling maintenance memberships.
Able to handle objections and guide customers toward scheduling decisions.
Organized, detail-oriented, and able to multitask.
Reliable, dependable, and committed to showing up ready to work.
Comfortable handling a high volume of inbound and outbound calls.
Calm, patient, and professional when dealing with frustrated customers.
Competitive and goal-oriented while remaining a strong team player.
Coachable, receptive to feedback, and motivated to improve.
Someone who takes ownership, follows through, and brings positive energy to the team.
Previous experience in customer service, inside sales, call centers, appointment setting, or phone sales.
Experience meeting booking, conversion, or sales performance goals.
Previous experience making outbound calls or following up with customers.
Experience promoting memberships, service agreements, or recurring service programs.
Experience in residential HVAC, plumbing, electrical, or other home services industries.
Service Titan experience is a strong plus!
Previous dispatch or scheduling experience is beneficial.
Don't have HVAC or plumbing experience? That's okay!
We can teach you the industry, our services, and our systems.
What we can't teach as easily is a great attitude, strong work ethic, confidence on the phone, and the drive to succeed.
We're looking for someone who enjoys connecting with customers, isn't afraid to ask for the appointment, and understands the importance of turning great conversations into results.
Hourly Pay: $17.00–$20.00, based on experience and qualifications.
Schedule: Monday–Friday, 8:00 AM–5:00 PM.
Employment Type: Full-Time, On-Site.
Occasional on-call or after-hours availability may be required based on business needs.
We offer a comprehensive benefits package, including:
Medical Insurance
Vision Insurance
401(k) Retirement Plan
Paid Time Off
Paid Holidays
Life Insurance
Short-Term & Long-Term Disability
Employee Discounts
Company-Provided Training
A New Name. A Growing Team. An Opportunity to Build Your Career!
As we transition from Hosack Plumbing, Heating & Cooling to On Time Experts, we're focused on building a team of people who take pride in their work, support one another, and deliver exceptional service to our customers.
Our CSRs aren't just answering phones. They're helping homeowners, creating opportunities, supporting our technicians, and contributing directly to the success of the business.
We believe in setting clear expectations, providing ongoing training, recognizing great performance, and helping motivated employees grow.
If you want a job where you can make an impact, develop valuable skills, and be part of a team that works hard and celebrates success, this could be the opportunity for you!
Applicants must be authorized to work for ANY employer in the U. S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. *
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