Customer Service Representative

Rooter Hero Plumbing & Air; San Fernando (CA); On-site; USD 42,000 - 65,000; Full time

Job summary

Rooter Hero Plumbing & Air in California is seeking a Customer Service Representative to be the first point of contact for homeowners during plumbing or HVAC issues, listening with empathy and scheduling our technicians promptly.

You will handle inbound calls, follow up on service requests, maintain a professional attitude, and collaborate with dispatchers to ensure smooth service delivery while learning our scheduling software.

Qualifications

• At least two years of experience in a customer-facing role.
• Strong communication skills with the ability to speak clearly, listen actively, and convey empathy over the phone.
• Basic computer proficiency, including the ability to type accurately while speaking with customers and navigate multiple software systems.
• A reliable, punctual approach to work with a commitment to maintaining your scheduled shifts.
• A collaborative mindset and the ability to remain calm and professional during peak call volumes.

Responsibilities

• Handle inbound calls with patience and clarity, gathering accurate information from homeowners, and booking appointments into our dispatch system.
• Make proactive outbound calls to follow up on service requests, confirming scheduled appointments, and ensuring customers are kept informed at every step of the process.
• Maintain a helpful, professional attitude during every customer interaction.
• Collaborate closely with dispatchers and field technicians to ensure seamless communication and service delivery.
• Develop a solid understanding of our services to confidently answer basic customer questions and offer appropriate solutions.

Skills

Empathy & active listening

Clear verbal communication

Multi-tasking with software

Punctuality & reliability

Team collaboration

Tools

ServiceTitan software

Job description

Posted Thursday, 10/1/2026

Role Overview

When a homeowner's plumbing or heating and cooling stops working, they need a calm, reassuring voice to help them resolve the issue quickly. As a Customer Service Representative, you are the first point of contact for our customers during these stressful moments. Your primary goal is to listen with empathy, understand their needs, and efficiently schedule our expert technicians to get their homes back to comfort.

This role is critical to our mission of providing fast, reliable, and high-quality home services. If you enjoy helping people, solving problems in real-time, and being part of a supportive, fast-paced team, this is an excellent opportunity to build a rewarding career with a growing company.

What Success Looks Like

In your day-to-day work, success means:

• Handling inbound calls with patience and clarity, gathering accurate information from homeowners, and booking appointments into our dispatch system.
• Making proactive outbound calls to follow up on service requests, confirming scheduled appointments, and ensuring customers are kept informed at every step of the process.
• Maintaining a helpful, professional attitude during every customer interaction.

Over time, success in this role means:

• Mastering our scheduling and dispatch software to help optimize our technicians' daily routes and response times.
• Building deep trust with customers so they feel valued, heard, and confident in our services.
• Collaborating closely with dispatchers and field technicians to ensure seamless communication and service delivery.
• Developing a solid understanding of our services to confidently answer basic customer questions and offer appropriate solutions.

Must-Have Qualifications

• At least two years of experience in a customer-facing role, such as customer service, retail, hospitality, or call center support.
• Strong communication skills with the ability to speak clearly, listen actively, and convey empathy over the phone.
• Basic computer proficiency, including the ability to type accurately while speaking with customers and navigate multiple software systems.
• A reliable, punctual approach to work with a commitment to maintaining your scheduled shifts.
• A collaborative mindset and the ability to remain calm and professional during peak call volumes.

Nice-to-Have Qualifications

• Previous experience in the HVAC, plumbing, or residential home services industry.
• Familiarity with ServiceTitan software.
• Bilingual skills (English and Spanish).

Join Our Team

We believe in supporting our employees so they can best support our customers. If you are ready to bring your communication skills and customer-first attitude to a team that values your contribution, we would love to hear from you.