Customer Service Representative - Nashville

Hiller Plumbing, Heating, Cooling & Electrical; Nashville (TN); On-site; USD 34,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental & Vision insurance

401k with company match

Paid vacation

Paid holidays

Paid training

Job summary

Hiller Plumbing, Heating, Cooling & Electrical is seeking a Customer Service Representative in Nashville to deliver exceptional service aligned with our CARE values. You will handle inbound calls, schedule appointments, maintain records, and support the service team with a proactive and friendly approach.

The role emphasizes accurate data entry, adherence to scripts, and effective gentle conflict resolution to ensure a positive customer experience and long-term loyalty.

Qualifications

• High School diploma or GED required.

Responsibilities

• Respond to inbound customer calls with courtesy and offer appointment windows and lead times.
• Engage in outbound calls to secure scheduled appointments and maintenance club memberships.
• Follow the Customer Care Call Script for quality and efficiency in responses.
• Maintain required daily call counts to meet quotas.
• Keep customer information up to date in the CRM/database.
• Renew and schedule maintenance for club memberships and technicians.
• Coordinate with Dispatch to schedule service calls with accurate customer data.
• Resolve conflicts with customers through clear communication and timely follow-up.
• Report service issues to leadership to ensure satisfaction.
• Perform other duties as assigned.

Skills

Customer service

Communication

Data entry

Conflict resolution

Education

High School Diploma or GED

Tools

CRM software

Job description

• Advancement Opportunities

Our Mission

Be America’s Best home service company by providing care, growth and opportunity ensuring every team member is happy.

Hiller’s 17 locations across 4 states, proudly offers a 100% satisfaction guarantee of high-quality residential home services. With more than 34 years in business, Hiller’s family includes more than 850 Happy Faces, and a fleet of over 600 vehicles.

WHY Join Hiller

At Hiller, we are committed to investing in our employees to help them reach their full potential. Through the development of trade knowledge and soft skills, our employees can succeed in their career AND family goals. With our core value of CARE and standards that define who we are as a company, you will have the opportunity to build a lucrative and rewarding career.

Here are even more reasons to join the Happy Hiller Team!

• Our Family Owned & Care Culture
• OUR VALUES
• Healthy Work/Life Balance
• Established Career Paths
• Advancement Opportunities
• Year-round work – NO LAYOFFS
• 401k Plan w/ Company Match
• Employee Referral Program
• Regular Performance Reviews
• Paid Training in our state-of-the-art facility

Benefits

• Medical, Dental & Vision insurance
• Long and Short-term disability
• Company paid $50,000 life insurance
• Company paid vacation
• Paid holidays
• Medical Flex Spending accounts – Family care

The Customer Service Representative is responsible for delivering exceptional customer service that reflects Hiller's values and commitment to excellence. This role ensures that every customer interaction exceeds expectations and creates a positive and lasting impression of the company.

Job Responsibilities

• Respond to incoming customer calls with courtesy, offering appointment windows and requested lead times.
• Engage in outbound calling to secure the appropriate amount of scheduled calls and club memberships required for a successful service operation.
• Follows Customer Care “Call Script” for quality and efficient responses to customers.
• Maintain required daily call counts to meet daily, weekly and monthly quotas.
• Maintain complete, accurate and updated information in the customer database.
• Ensure “Club Memberships” are renewed and preventative maintenance appointments are scheduled for technicians.
• Work with Dispatch to schedule service calls and debrief technicians with accurate customer information.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
• Perform other duties as assigned.

Requirements

• A High School diploma or general education degree (GED) required

Hiller is an EEOC employer.

Applicants will be required to undergo pre-employment drug screens and background checks.

We sincerely thank all applicants in advance for submitting their interest in this position.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.