Customer Service Representative

Apex Pros Plumbing, Electrical, Heating and Air; Dublin (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Apex Plumbing, Electric, Heating, and Air in Columbus, OH is seeking a Customer Service Representative to create a 5 Star Experience for customers. You will handle inbound calls, understand needs, build orders in our system, and follow up after service to ensure we delivered on the promise.

This role requires high-energy, detail orientation, and the ability to manage multiple tasks such as dispatching plumbers, rescheduling appointments, and communicating with payroll.

Qualifications

• High school diploma or equivalent.
• At least 2 years in a high-volume customer service role.
• Experience with order entry, scheduling, and follow-up communications.
• ServiceTitan knowledge preferred but not required.
• Strong communication and interpersonal skills.

Responsibilities

• Manage inbound customer calls and understand customer needs.
• Build orders in the operating system and update records.
• Follow up after service to ensure 5 Star Promise delivery.
• Disaptching plumbers and coordinating appointment rescheduling as needed.
• Communicate with Payroll and follow up on unsold estimates.

Skills

Excellent communication

Phone support

Multitasking

Attention to detail

Professional demeanor

Education

High school diploma or equivalent

Tools

ServiceTitan

Microsoft Office

Gmail

Job description

Apex Plumbing, Electric, Heating, and Airis a fast-growing residential plumbing company in Columbus, Ohio. We believe in providing outstanding customer service and endless opportunity for our team members.

We are specially looking for a Customer Service Representative to join our Columbus Office. The ideal candidate will be versatile, highly motivated, detail orientated and be able support clients and our staff.

At Apex we believe we an exciting years in front of us. The people we bring on now will have opportunities to advance their careers through additional education, unique bonus opportunities, and promotional opportunities as we achieve our growth goals. At Apex we believe the mountain grows underneath our team, so as the company grows so does the opportunity for our team!

At Apex we are not looking for the person who just comes to their job every day, we are looking for the person who is building their career and wants to reach for the stars every day!

Position Description:

Our Customer Service Representative position will specifically focus on creating a 5 Star Experience for our customers. The Customer Service Representative will manage inbound customer calls, understand our customer needs, build the order in our operating system, and then follow with customers after the service to ensure we delivered on our 5 Star Promise. Additional possible duties, include, but are not limited to; dispatching plumbers, appointment rescheduling, communicating with Payroll and following up on unsold estimates

Critical Success Factors:

• Motivation, tenacity and attention to detail
• Abide by the system we provide and focus on customer service
• Meet and exceed individual performance metrics
• Always maintain and clean and organized workspace.
• Build trust and confidence with clients and our team
• Maintain a professional appearance
• Maintain Professional Demeanor
• High school diploma, or equivalent required.
• Must be able to pass drug testing and background checks.
• At least 2 years’ experience in a high-volume Customer Service role
• Outstanding phone-based customer service skills
• Knowledge Service Titan is preferred but not required.
• Knowledge of Microsoft Office Package Highly Preferred
• Knowledge to Gmail Suite Highly Preferred
• Ability to manage multiple projects at any given time and as well as a diverse, free flowing task list
• Ability to easily connect with people in person as well as over the phone, email and social media

Prior Home Services Experience Would be Ideal!