Customer Service Representative

Southport Engineered Systems • Home Services; Town of Caledonia (WI); On-site; USD 36,000 - 48,000; Full time

Job summary

Southport Plumbing, Heating, & Cooling is seeking a Customer Service Representative to be the warm, knowledgeable voice homeowners hear. You will convert inbound calls, online leads, and chat inquiries into booked appointments, keep technicians’ schedules full, and follow up to ensure every customer’s experience meets the Southport standard.

This is a relationship-first role, focusing on trust with homeowners during stressful moments and ensuring a high level of customer care across the service

Qualifications

• High school diploma or equivalent.
• 1–2 years of customer service experience preferred.
• ServiceTitan experience is a plus; training provided.
• HVAC or plumbing knowledge helpful but not required.
• Excellent written and verbal communication; detail-oriented.
• Team player in a fast-paced environment.

Responsibilities

• Answer inbound calls, online leads, and chat inquiries to schedule appointments.
• Maintain technicians' schedules and book maintenance visits.
• Follow up to ensure customer satisfaction and alignment with Southport standards.
• Resolve customer concerns from start to finish and escalate when needed.
• Collaborate with dispatch to manage reschedules and delays.
• Build trust with homeowners during stressful moments.

Skills

People skills

Communication

Calm under pressure

Organized

Team player

Education

High school diploma or equivalent

Tools

ServiceTitan

CRM systems

Job description

About The Role

At Southport, the Customer Service Representative is often the very first impression a homeowner has of our company — and frequently the last voice they hear after a job well done. This role exists to make every caller feel heard, helped, and confident they made the right call. You'll turn inbound calls, online leads, and chat inquiries into booked appointments, keep our technicians' schedules full, and follow up to make sure every customer's experience matches the Southport standard.

SOUTHPORT PLUMBING, HEATING, & COOLING

Customer Service Representative

DEPARTMENT

PHC

LOCATION

Caledonia, WI

WORK TYPE

On-Site

REPORTS TO

Call Center Manager

About The Role

At Southport, the Customer Service Representative is often the very first impression a homeowner has of our company — and frequently the last voice they hear after a job well done. This role exists to make every caller feel heard, helped, and confident they made the right call. You'll turn inbound calls, online leads, and chat inquiries into booked appointments, keep our technicians' schedules full, and follow up to make sure every customer's experience matches the Southport standard. This is a relationship-first role. We're not just filling time slots — we're building trust with homeowners who are inviting us into their homes, often during stressful moments like a broken furnace or a leaking pipe. The right person treats every call as a chance to take care of someone, not just a transaction to close.

What You'll Do

• Be the warm, knowledgeable voice customers hear when they call Southport — answering the main line and online chat with genuine care and urgency
• Convert inbound calls and online leads into booked appointments, gathering detailed, accurate information to set our technicians up for first-call resolution
• Keep the call board full by proactively filling schedule gaps and booking future maintenance visits
• Learn our service, estimate, and scheduling conversations inside and out, so every call feels natural, not scripted
• Call Southport Shield Members to schedule routine maintenance and keep their homes running smoothly year-round
• Partner with dispatch to manage reschedules and delays, keeping customers informed every step of the way
• Follow up after completed service calls to confirm the customer is happy and the job is done right
• Own customer concerns from start to resolution — no passing the buck
• Look for ways to add value even during quiet moments between calls
• Take on other responsibilities as needed to support the team and our customers

What Makes You a Fit

• A genuine people-person who enjoys helping others and stays calm and friendly even when a customer is frustrated
• High school diploma or equivalent
• 1–2 years of customer service experience preferred
• Administrative or clerical experience preferred
• ServiceTitan experience a plus, but not required — we'll train you
• Basic knowledge of HVAC and plumbing helpful, but not required — we'll teach you the rest
• Comfortable navigating multiple computer systems while staying personable on the phone
• Self-motivated, detail-oriented, and organized, with strong written and verbal communication
• Excited to learn, grow, and build a long-term career with a company that's investing in its future
• A team player who thrives in a fast-paced, ever-changing environment

Why Southport

Southport Plumbing, Heating, & Cooling is building toward becoming Wisconsin's most trusted name in residential service and replacement. That starts with how we treat people — our customers and our team. As a CSR, you're not just answering phones; you're the front line of our reputation, and a key reason homeowners across Greater Milwaukee, Madison, Appleton, and Wausau choose Southport again and again.

Southport Mechanical | Southport Plumbing, Heating & Cooling