Customer Service Specialist
About the role
Jay's Heating, Air & Plumbing has served the community since 2005. As our company continues to grow, we are looking for an experienced Customer Service Representative who will deliver exceptional service while representing our core values: Always Do the Right Thing, Always Growing, Can-Do Attitude, Be Kind, and Deliver WOW Customer Service. Jay's is a family-owned and family-oriented company with an established reputation throughout the community. We are proud to support local organizations, veterans, and charitable causes while providing dependable, five-star service to our customers. With more than 3,800 Google reviews and over 600 five-star Facebook reviews, our reputation reflects the care and commitment of our team. We are already one of the area's most established home-service companies-and we are just getting started.
Pay
$16-$20 per hour, plus spiff opportunities
Schedule
Monday-Friday or Tuesday-Saturday, 8:00 a.m.-5:00 p.m.
Responsibilities
- Answer incoming calls and provide a friendly, professional customer experience
- Convert customer inquiries into scheduled service appointments
- Make outbound calls to follow up with and qualify service and sales leads
- Schedule service and sales appointments accurately
- Respond to customer questions and help resolve concerns
- Communicate with dispatchers and management throughout the day
- Maintain accurate customer and appointment information in ServiceTitan
Benefits
- Medical insurance with 70% of the employee's premium covered
- Dental and vision insurance for employees and their families
- Life insurance
- 401(k) with up to a 3% company match after one year
- Six paid holidays
- Up to two weeks of paid vacation, with accrual beginning after 90 days
- Performance-based spiff opportunities
- Training, support, and opportunities for continued growth
Requirements
- Three or more years of customer service or contact-center experience
- Experience managing a high volume of inbound and outbound calls
- A strong track record of converting customer calls into booked appointments
- Clear, confident, and professional communication skills
- Experience offering memberships or service agreements
- The ability to calmly address customer concerns while representing the company positively
- Proficiency with Microsoft Office and web-based software
- Experience with ServiceTitan or similar CRM software is a plus
- Strong attention to detail and consistent follow-through
- The ability to maintain real-time communication with dispatch and management
- Candidates will be required to pass a background check upon being given a conditional offer of employment