CSR for Installation Team

About the role

We are seeking a customer-focused Customer Service Representative to support customers throughout the water heater installation process. This role serves as a key point of contact for customers, technicians, subcontractors, retail partners, and internal teams to ensure installations are completed smoothly and efficiently.

Responsibilities

• Handle customer inquiries via phone, email, chat, and text.
• Provide appointment updates, scheduling information, and installation status updates.
• Proactively communicate with customers to ensure a positive experience.
• Resolve customer concerns professionally and efficiently.
• Coordinate between customers, plumbers, subcontractors, retail partners, and internal teams.
• Support dispatch operations with scheduling updates and customer availability.
• Assist with resolving scheduling conflicts, permit questions, and service issues.
• Maintain accurate customer records in CRM systems.
• Verify and update installation documentation, permits, photos, and service records.
• Process customer payments accurately.
• Assist with post-installation documentation and account updates.

Requirements

High school diploma or equivalent.

• Previous experience in customer service, call center, dispatch, administrative support, or a related role.
• Home services experience (plumbing, HVAC, installation support, etc.) is a plus but not required.

Skills

• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to multitask and stay organized in a fast-paced environment.
• Strong attention to detail.
• Proficiency with Microsoft Office and CRM systems.
• Ability to work both independently and as part of a team.

Benefits

• Health and welfare benefits
• Tuition reimbursement
• Ongoing training and development opportunities
• Supportive, team-oriented work environment
• Outstanding company culture
• Career growth opportunities