Customer Service Representative

About the role

We are a family-owned & operated full-service HVAC, plumbing, & electrical company serving central PA. Our skilled, diverse team is committed to delivering exceptional services, from expert advice to top-tier maintenance and installation, all while fostering a supportive environment for professional growth.

Responsibilities

• Answer and route incoming calls promptly with clear, professional communication
• Assist customers via phone, email, chat, and in person with accurate information about products and services
• Schedule and coordinate service calls in line with company procedures
• Manage warranty registrations, claims, and documentation
• Maintain organized records for warranties, returns, and customer interactions
• Process warranty claims and keep both digital and physical files up to date
• Support the Service Dispatcher to ensure seamless daily operations
• Educate customers on products, services, and policies
• Conduct outbound calls including appointment confirmations, follow-ups on expiring memberships, and unsold estimates
• Maintain detailed customer account records, including inquiries, complaints, and feedback
• Deliver a consistently high-quality customer experience
• Use ServiceTitan (CRM/dispatch software) daily to manage workflows

Qualifications

• Minimum of 1 year of customer service experience
• Proficiency in Microsoft Office (Word, Excel, Outlook) and general computer skills
• Excellent verbal and written communication abilities
• Strong interpersonal skills with a friendly, patient, and professional approach
• Advanced customer service skills with a focus on delivering a high-quality customer experience
• Highly organized with strong attention to detail
• Ability to multitask and prioritize in a fast-paced environment
• Comfortable using CRM systems (ServiceTitan experience is a plus)
• Problem-solving mindset with a positive, team-oriented attitude
• High school diploma or equivalent required

Benefits

• Health Insurance: Company covers 75% of the employee premium, 25% for dependents
• Retirement Plan: IRA with 3% company match
• 3 PTO / sick days
• 6 paid holidays + 2 paid floating holidays (Easter & your birthday)!
• 40 hours paid vacation

Pay and Schedule

The pay rate is $18.00 to $21.00 per hour, depending on experience. Work hours are 8:00am to 5:00pm, Monday to Friday, with overtime as required.