Customer Service Representative

Buffington Brothers Heating & Air Conditioning; Poplar Bluff (MO); On-site; USD 36,000 - 48,000; Full time

Job summary

Buffington Brothers Heating & Air Conditioning in Poplar Bluff, MO is seeking a Customer Service Representative to be the friendly first voice for customers. You will schedule service, coordinate with technicians, and keep the office moving by handling calls, billing questions, and basic admin tasks.

This full-time role requires excellent communication, strong computer skills, and the ability to multitask during peak seasons. Local shop-based position with day shifts.

Qualifications

• 2+ years of customer service experience (phone-based, dispatching, or front-desk preferred).
• Strong phone presence and clear written communication.
• Comfortable with computers, email, and scheduling/CRM software.
• Ability to multitask under pressure during peak heating and cooling season.
• Reliability, attention to detail, and a genuine willingness to help customers.

Responsibilities

• Answer inbound calls from homeowners, property managers, and commercial customers.
• Schedule service, installation, and maintenance appointments efficiently - balancing the daily route, technician skill sets, and customer needs.
• Coordinate with dispatch to assign jobs, communicate ETAs, and respond to schedule changes through the day.
• Follow up on completed jobs, outstanding quotes, and maintenance plan member renewals.
• Capture customer information accurately in the company CRM and dispatching software.
• Process payments, send invoices and receipts, and handle basic billing questions.
• Handle customer questions, scheduling changes, and escalations professionally — and loop in management when something needs more attention.
• Communicate clearly with technicians, install crews, and office staff throughout the day.
• Support the Buffington maintenance plan program - renewals, scheduling reminders, and member care.
• Help with general office administration: filing, mail, supplies, and shop visitor support.

Skills

Customer service

Phone presence

Written communication

Scheduling

CRM software

Multitasking

Reliability

Tools

ServiceTitan

Housecall Pro

FieldEdge

Job description

Customer Service Representative

Be the friendly first voice customers hear when they call Buffington Brothers. You'll schedule service, coordinate with technicians and installers in the field, and keep the office moving so the crew can focus on the work in front of them.

Full-time

110 N Riverview Dr, Poplar Bluff, MO 63901

The role

• Answer inbound calls from homeowners, property managers, and commercial customers with a warm, professional tone.
• Schedule service, installation, and maintenance appointments efficiently - balancing the daily route, technician skill sets, and customer needs.
• Coordinate with dispatch to assign jobs, communicate ETAs, and respond to schedule changes through the day.
• Follow up on completed jobs, outstanding quotes, and maintenance plan member renewals.
• Capture customer information accurately in the company CRM and dispatching software.
• Process payments, send invoices and receipts, and handle basic billing questions.
• Handle customer questions, scheduling changes, and escalations professionally — and loop in management when something needs more attention.
• Communicate clearly with technicians, install crews, and office staff throughout the day.
• Support the Buffington maintenance plan program - renewals, scheduling reminders, and member care.
• Help with general office administration: filing, mail, supplies, and shop visitor support.

What we expect

Required Experience And Certifications

• 2+ years of customer service experience (phone-based, dispatching, or front-desk preferred).
• Strong phone presence and clear written communication.
• Comfortable with computers, email, and scheduling/CRM software.
• Ability to multitask under pressure during peak heating and cooling season.
• Reliability, attention to detail, and a genuine willingness to help customers.

Bonus points

Nice to have

• HVAC, plumbing, or other home-services industry experience.
• Familiarity with ServiceTitan, Housecall Pro, FieldEdge, or similar dispatching software.
• Bookkeeping or basic accounting exposure.
• Spanish-language proficiency.

The job, day-to-day

Physical requirements

• Office-based role - primarily seated at a desk with computer and phone use throughout the day.
• Occasional light lifting (under 25 lbs) for office supplies, filing, and front-desk tasks.
• Reliable, punctual attendance during scheduled office hours.

Schedule + pay

What to know

Schedule. Day shift, Monday through Friday, office-based at the Poplar Bluff shop. Occasional schedule flex during peak season.

Location. Buffington Brothers office

Pay. Pay is based on customer service and dispatching experience, and is reviewed with each candidate during the interview. Buffington discusses base pay, paid time off, holidays, insurance options, and retirement program details directly - no guessing from a job board.

Buffington Brothers is an equal-opportunity employer. We hire on qualifications, character, and fit for the role - without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status.

Why Buffington

What makes this a place worth working

A family-owned company with a name to protect.

Buffington Brothers has answered service calls in Poplar Bluff since 1951. Three generations have run this shop, and the name on the truck is the family answering the phone.

Carrier Factory Authorized Dealer.

Manufacturer-backed training, factory updates, and access to current Carrier residential and light commercial equipment.

Residential and commercial work, year-round.

Service calls, equipment changeouts, ductwork, indoor air quality, maintenance plans, and commercial mechanical projects keep the schedule full in every season.

Local coworkers, local customers.

Crews, dispatchers, and office staff live in the same Southeast Missouri and Northeast Arkansas communities they serve.

Real proof

Family-owned since 1951.

Carrier Factory Authorized Dealer. Licensed, bonded, insured. Three generations of Buffingtons running the same Poplar Bluff shop.