CSR - Electrical, HVAC, or Plumbing

About the role

B & J Plumbing, Heating, and Air Conditioning is looking for an experienced Customer Service Representative with a background in HVAC, plumbing, or electrical to join our growing team. This is a great opportunity for someone who thrives in a fast-paced environment and takes pride in delivering exceptional customer experiences. We offer strong benefits, a supportive team culture, and a company that truly values its employees. If you’re organized, customer-focused, and want to be part of a company where your work makes an impact every day, we’d love to meet you.

Responsibilities

• Answer incoming customer calls and respond to inquiries in a professional, friendly manner.
• Schedule service appointments for HVAC, plumbing or electrical 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 is a plus).
• Resolve customer concerns or escalate 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.

Qualifications

• One (1)+ years of customer service, or call center experience in HVAC, plumbing or electrical required.
• Ability to work onsite in the office on a daily basis.
• Must be able to pass a background check.
• Strong typing skills with a high level of accuracy.
• Experience using ServiceTitan is highly preferred.
• Strong communication and interpersonal skills.
• 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.