Customer Service Representative

Crestplumbingtn; Cookeville (TN); On-site; USD 24,796 - 27,552; Full time

Benefits offered by this job

Medical, dental, and vision benefits

PTO and 401(k)

Structured training programs

Job summary

Crestplumbingtn is seeking a Customer Service Representative for their Cookeville, TN location. In this full-time role, you will handle inbound customer calls, assist with appointment bookings, and maintain clear communication with technicians. Candidates who are calm, warm, and organized will excel in this position.

The role offers competitive hourly pay ranging from $18-$20, based on experience, with additional incentives for scheduling diagnostic service calls. You will help shape customer experiences and have opportunities for growth within the company.

Qualifications

• Genuine warmth on the phone.
• Calm professionalism when a customer is upset.
• Willingness to learn field service software.

Responsibilities

• Answer inbound calls and schedule appointments.
• Help customers with their plumbing problems.
• Maintain customer profiles and service notes.

Skills

Warm Phone Presence

Organization

Software Comfort

Strong written communication

Good judgment about urgency

Tools

Housecall Pro

Job description

Customer Service Representative in Cookeville, TN

Every customer who calls Crest reaches a real person, and that person shapes everything that follows. Before any technician arrives, the customer's first impression comes through the CSR.

This role is for someone who genuinely likes helping people solve problems, stays calm when customers are stressed, books calls efficiently, and keeps the schedule moving.

$18-$20/hr Based on experience

$5 per call Diagnostic calls scheduled

Full-time role Defined coverage

Cookeville team Local service area

The Role

When the schedule is full and customers are well served, the whole company runs well. When calls get dropped, appointments get mismanaged, or customer experience suffers, everything downstream gets harder.

The Customer Service Representative role carries real responsibility and produces visible impact. Jeff looks for someone who takes pride in running a tight operation, enjoys talking to people, and wants customers to feel taken care of.

The job is not glamorous on paper. In practice, it is the role that makes everything else at Crest possible.

Day to Day

These are daily operating responsibilities, not aspirational goals. The right candidate should feel energized by this list.

Primary Goal

Book the Call

Customers calling Crest have a plumbing problem and want it solved. The CSR listens carefully, responds with warmth, and guides the conversation toward a scheduled appointment.

• Answer inbound calls, texts, and online requests
• Explain the next step clearly and confidently
• Help customers feel that the right decision is being made

Triage and Fill the Schedule

Not every plumbing call carries the same urgency. The CSR asks the right questions, assigns the right priority, and fills open windows with proactive outbound effort when needed.

• Match true urgent calls to faster response
• Offer earlier slots to already-booked customers
• Follow up on members and unsold estimates when the schedule has room

Keep Records and Communication Clean

The CSR connects customers, technicians, and Jeff. Clean job notes and accurate Housecall Pro records protect the customer experience and save technician time.

• Maintain customer profiles and service addresses
• Monitor [e-mail] and route messages
• Communicate schedule changes and customer concerns promptly

Compensation

Pay and Incentives Are Straightforward. Crest publishes the range and explains the incentive structure clearly. Experience, fit, and ownership of the role drive where the offer lands.

$18-$20/hr Starting Range

Hourly pay is discussed at offer based on experience and fit.

Additional incentive for each diagnostic service call scheduled.

Full-time Defined Coverage

Includes a clear schedule and defined after-hours/holiday phone expectations.

Growth Office Path

Strong performance can grow toward office operations responsibility.

Operating Standards

The CSR Sets the Customer Experience in Motion. A homeowner with a plumbing problem is often stressed, inconvenienced, and uncertain. The CSR's tone, confidence, warmth, and clarity determine whether that customer feels better after contacting Crest.

Exceptional Customer Experience

Genuine engagement, clear communication, and confidence that Crest is taking care of the customer.

Technician and Management Communication

Accurate, timely details so technicians arrive at the right place with the right information.

Accounts and Inbox Follow-Up

Professional AR follow-up, company inbox monitoring, and customer/vendor messages routed correctly.

Qualifications

Warm Phone Presence

Customers should hear calm, helpful confidence right away, especially when they are stressed.

Organization

The role requires managing appointments, notes, follow-up, and changing priorities without dropping details.

Software Comfort

Housecall Pro experience helps, but willingness to learn field service software is enough for the right person.

The Qualities That Determine Success

• Genuine warmth on the phone.
• Calm professionalism when a customer is upset or anxious.
• Strong written communication for email and follow-up.
• Initiative to fill slow mornings instead of waiting.
• Accurate scheduling and customer record habits.
• Good judgment about urgency and technician communication.

The Upside

What Crest Provides for This Role

Competitive Hourly Pay

A published range with no games or vague compensation language.

Medical, dental, vision, PTO, and 401(k) details are confirmed at offer stage.

Office operations management is a real trajectory for the right person over time.

Small Team Visibility

Every call booked and customer helped shows up directly in company performance.

Structured Training

Crest trains the systems, call categories, and priority decisions needed to succeed.

Clear Standards

The job is measured by customer care, schedule discipline, and clean communication.

FAQ

Is Crest hiring a Customer Service Representative in Cookeville? Yes. The role handles inbound customer calls, appointment booking, schedule filling, customer profile maintenance in Housecall Pro, and technician communication.

Do I need plumbing knowledge to apply? No. Plumbing knowledge helps, but phone presence, organization, judgment, follow-through, and willingness to learn matter more for this role.

What software does Crest use for scheduling? Crest uses Housecall Pro for customer records, scheduling, job notes, and field communication. Training is part of onboarding.

Does the role include after-hours phone coverage? Yes, the role includes defined after-hours and holiday phone coverage on a managed schedule. The specifics are discussed during the interview.

How does the diagnostic fee conversation work? Crest explains the diagnostic clearly and professionally: what it covers, what happens next, and how the customer approves work before repairs begin.

Most work stays close to Cookeville and the Upper Cumberland. You'll build familiarity with the homeowners, neighborhoods, and service rhythm of this local area.

Key Skills

Inbound calls · appointment booking · Housecall Pro · schedule ownership · customer care