Onsite CSR — HVAC, Plumbing & Electrical Support Pro

B&J Plumbing, Heating, and Air; North Carolina; On-site; USD 38,000 - 52,000; Full time

Job summary

B & J Pluming, Heating, and Air Conditioning is seeking an experienced Customer Service Representative with a background in HVAC, plumbing, or electrical to join our growing team. This role focuses on delivering exceptional customer experiences in a fast-paced environment, with a supportive team culture and strong benefits.

Key responsibilities include scheduling HVAC/plumbing service appointments, providing troubleshooting guidance, and collaborating with Dispatch, Sales, and Field Teams to

Qualifications

• 1+ years of customer service or call center experience in HVAC, plumbing or electrical.
• Ability to work onsite in the office daily.
• Must pass a background check.
• Strong typing skills with a high level of accuracy.
• Experience using ServiceTitan is highly preferred.
• Excellent multitasking and organizational abilities.
• Positive attitude with a customer-first mindset.
• Ability to remain calm and professional in a fast-paced environment.
• Proficient with computers, scheduling software, and phone systems.

Responsibilities

• Answer incoming customer calls and respond to inquiries in a professional, friendly manner.
• Schedule service appointments for HVAC and plumbing customers accurately and efficiently.
• Communicate with customers regarding appointment confirmations, updates, and follow-ups.
• Provide basic troubleshooting guidance and route calls appropriately when needed.
• Maintain accurate customer and job information in scheduling software (ServiceTitan experience a plus).
• Resolve customer concerns or elevate issues to management when necessary.
• Collaborate with Dispatch, Sales, and Field Teams to ensure a seamless customer experience.
• Follow standard operating procedures and company guidelines for call handling and documentation.
• Assist with outbound calls for appointment confirmations, reminders, and customer follow-ups

Skills

Customer service

Call center

Strong communication

Multitasking

Organizational skills

Customer-first mindset

Calm under pressure

Computer proficiency

ServiceTitan experience

Tools

ServiceTitan

Job description

B & J Pluming, Heating, and Air Conditioning is seeking an experienced Customer Service Representative with a background in HVAC, plumbing, or electrical to join our growing team. This role focuses on delivering exceptional customer experiences in a fast-paced environment, with a supportive team culture and strong benefits.

Key responsibilities include scheduling HVAC/plumbing service appointments, providing troubleshooting guidance, and collaborating with Dispatch, Sales, and Field Teams to