Customer Service Representative

Donnelly's Plumbing, Cooling & Heating; Harmonville (PA); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Competitive pay

Bonuses & incentives

Paid time off

Benefits for you and family

Growth opportunities

Training and development

Team-based culture

Job summary

Donnelly’s Plumbing, Cooling & Heating is seeking a customer service associate to handle incoming calls and book service appointments in our Harmonville, PA office. This on-site role runs Monday–Friday, 7am to 4pm and offers competitive hourly pay.

You will focus on outbound calls to grow our local customer base while supporting our HVAC, plumbing, and electrical teams with professional, friendly service. Strong communication and organization are essential, and Service Titan experience is a plus

Qualifications

• 2-3 years in a call center environment.
• 2 years customer service experience.
• Highly motivated and organized.
• Sales mentality a plus.
• Service Titan experience a plus (but not required!).

Responsibilities

• Convert incoming customer calls into booked service appointments.
• 75% of this position will be outbound calling.
• Escalate customer complaints as necessary.
• Make outbound calls based on membership needs and follow up on existing customers.
• Input customer data into the database and book service appointments.
• Achieve call booking goals and other KPIs.

Skills

Call center experience

Customer service

Highly organized

Sales oriented

Communication skills

Tools

Service Titan

Job description

Who Are We?

At Donnelly’s, we don’t just service HVAC, Electrical, and Plumbing systems – we create comfort and peace of mind. As a member of our team, you’ll be part of a company that’s committed to providing 5-star service with integrity at the heart of everything we do.

Description

At Donnelly’s, we don’t just service HVAC, Electrical, and Plumbing systems – we create comfort and peace of mind. As a member of our team, you’ll be part of a company that’s committed to providing 5-star service with integrity at the heart of everything we do.

We believe that the key to delivering exceptional service starts with a team who genuinely cares. We hire experts, but we also prioritize individuals who value honesty, professionalism, and making each customer feel like family. You’ll receive top‑notch training, ensuring you’re fully prepared to tackle any challenge with confidence.

But we don’t stop there – we also know how important it is to have fun along the way. We foster a work environment where teamwork, respect, and camaraderie shine. Whether you’re helping a customer or celebrating a job well done, we ensure that you feel appreciated every step of the way.

If you're ready to grow your career with a company that values integrity, offers unparalleled service, and knows how to have fun, we’d love to meet you!

What's in it for you?

• Competitive Pay! Earn $23-26/hr. (based on skills and experience)
• Bonuses, Prizes, & Incentives
• Paid Time Off + Holidays
• Benefits for you and your family
• Opportunity for growth
• Personal and professional training and development
• Positive company culture and team building opportunities
• M-F 7am- 4pm
• This is not a remote position, completely in office.

What You’ll Do

• Convert incoming customer calls into booked service appointments
• 75% of this position will be outbounding phone calls
• Escalate customer complaints as necessary
• Make outbound calls based on membership needs and follow up on existing customers
• Make service appointments and input customer data into database
• Achieve call booking goals and other key performance indicators (Hello bonuses!)

Requirements

What Makes YOU Great

Going the Extra Mile: By going above and beyond, you'll build strong, trusting relationships with our clients, leading to repeat business and glowing referrals.

Delivering Legendary Service: Creating unforgettable experiences for your customers. It's about showing up on time, being professional, and consistently exceeding expectations. When you deliver outstanding service, you don't just fix Electrical, HVAC and Plumbing systems—you earn customer loyalty and build a reputation that keeps business thriving. Legendary service turns satisfied customers into lifelong clients.

Being Passionate: Passion is what drives you to do your best, stay curious, and keep improving. When you’re passionate about your work, it shows in everything you do—from the way you diagnose problems to how you communicate with clients. With passion, you’ll keep learning and growing, ensuring you’re always at the top of your game.

Requirements

• 2-3 years in a call center environment
• 2 years customer service experience
• Highly motivated and organized
• Sales mentality a plus!
• Service Titan experience a plus! (But not required!)

Why Donnelly’s?

We’re not just a company-we’re a team driven by a bigger purpose. At Donnelly’s, we believe in helping people become better than they ever believed possible, whether that’s our clients, our community, or our own team members.

We are an Autonomous Growth Organization, meaning we empower our people to take ownership, grow in their roles, and push boundaries to achieve more. Our vision? To be the most highly recommended home service company in the world.

If you’re looking for more than just a job- if you want to be part of a team that values trust, growth, and excellence- then Donnelly’s is the place for you. Let’s build something great together.

Equal Opportunity Employer

Applicants are provided equal employment opportunities without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual preference, or non-disqualifying physical or mental handicap or disability or any other category protected by law in each aspect of the selection process.