Customer Service Representative

Basnett Plumbing & Heating; Littleton (MA); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

Health insurance with company-paid_con

Dental Insurance

Short/Long-term disability insurance

Life insurance

401(k) with company match

Paid holidays

Paid vacation

Paid sick days

Gym membership assistance

Training & development

Employee discounts on HVAC services

Job summary

Basnett Plumbing & Heating is seeking a Customer Service Representative in Littleton, MA. Join a family-owned team and help manage calls, emails, and service scheduling in a busy office environment.

Earn $23–$28 per hour, depending on experience, with a full-time weekday schedule (7:30 AM–4:30 PM) and on-call bonuses. Benefits include health, dental, disability, and life insurance, 401(k) with match, paid holidays and vacation, and ongoing professional development.

Qualifications

• Minimum 1 year of customer service experience in a service-based setting.
• Strong communication and phone etiquette.
• Ability to multitask in a busy office.
• Proficient with scheduling software and computer systems.
• Experience with Service Titan preferred.

Responsibilities

• Answer incoming calls, emails, and customer inquiries professionally.
• Support scheduling of service appointments.
• Communicate appointment details and changes with customers.
• Maintain accurate customer records.
• Coordinate with technicians and dispatchers to support daily operations.
• Ensure a positive customer experience from first call to service completion.
• Assist customers with questions and service requests.

Skills

Customer service

Communication skills

Phone etiquette

Multitasking

Team collaboration

Tools

ServiceTitan

Job description

Customer Service Representative

$23–$28 per hour, depending on experience

Full-Time | Littleton, MA

Monday–Friday | 7:30 AM–4:30 PM | 1-hour lunch

Earn an additional $100 for on-call week each month, plus $10 for every call taken!

At Basnett Plumbing & Heating, a family-owned company dedicated to exceptional customer service, quality workmanship, and employee growth, we're looking for a friendly Customer Service Representative to join our team! If you enjoy helping people, have excellent communication skills, and thrive in a busy office environment, this is a great opportunity to build a rewarding career with a company that truly values its employees.

Why Join Basnett Plumbing & Heating?

• Family-Owned and People-Focused: Join a supportive, close-knit team where employees are valued, teamwork matters, and everyone's contributions make a difference.
• Local Company, Better Work-Life Balance: Enjoy a consistent weekday schedule with a company focused on serving the local community.
• Growth and Development Opportunities: Build your skills through ongoing training, professional development, and opportunities for long-term career advancement.

What You'll Be Doing

• Answer incoming calls, emails, and customer inquiries with professionalism and care
• Support scheduling service appointments
• Communicate appointment details, schedule changes, and follow-ups with customers
• Maintain accurate customer information and records
• Work closely with technicians, dispatchers, and office staff to support daily operations
• Assist customers with questions, concerns, and service requests
• Manage multiple priorities while keeping daily schedules organized
• Help ensure a positive customer experience from the first call through service completion

What We're Looking For

• At least 1 year of customer service experience, preferably in a service-based industry
• Experience in HVAC, plumbing, or another skilled trade is a plus
• Previous scheduling or dispatching experience is a plus
• Strong phone etiquette and excellent communication skills
• Highly organized with the ability to multitask in a fast-paced environment
• Comfortable using computers, scheduling software, and customer management systems
• Experience with Service Titan is preferred
• Dependable, detail-oriented, and team-focused with a positive attitude
• Commitment to delivering outstanding customer service

What We Offer

• Health insurance with company-paid contributions (60% for individual / 40% for dependents)
• 100% company-paid dental insurance
• 100% company-paid short-term and long-term disability insurance
• Company-paid life insurance
• 401(k) with up to 4% company match
• 7 paid holidays annually
• Paid vacation – up to 4 weeks, depending on tenure
• 5 paid sick days annually
• 1 paid day off during your birthday month
• Up to $500 annually toward a gym membership or Wellhub Silver membership
• Ongoing training and professional development opportunities
• Employee discounts on HVAC services, equipment installations, and materials
• Complimentary annual HVAC maintenance for eligible employee homeowners
• Additional perks including monthly haircut reimbursement, weekly nutritional products, and paid bereavement leave

If you're passionate about helping customers, enjoy staying organized, and want to be part of a family-owned company that invests in its people, we would love to hear from you.

Candidates will be required to pass a background check and drug test upon being given a conditional offer of employment.