Call Center Customer Service Representative (CSR)
About The Position
The Customer Service Representative (CSR) is the first impression of Cooper Heating, Cooling, Plumbing & Electrical. The role delivers an exceptional customer experience by answering inbound calls, booking service appointments, managing customer communications, and converting opportunities into scheduled appointments. The ideal candidate is positive, organized, detail-oriented, and comfortable in a fast-paced environment. The position also includes an after-hours on-call rotation. Employees must remain available and responsive during their assigned on-call week. Those who complete the assigned week receive a $150 Availability Bonus, separate from compensation for actual hours worked while responding to after-hours calls. This role offers mentorship and continuous training for people interested in growing a career in HVAC Dispatch.
Requirements
- Excellent verbal and written communication skills.
- Strong computer and multitasking abilities.
- Professional phone etiquette.
- Ability to remain calm under pressure.
- Strong attention to detail and organizational skills.
- A positive, team-oriented attitude.
- Meet attendance and schedule adherence expectations.
Nice To Haves
- Previous customer service or call center experience.
- HVAC, plumbing, electrical, or home service experience.
- Experience with ServiceTitan.
Responsibilities
- Answer inbound customer calls promptly and professionally.
- Schedule HVAC, plumbing, electrical, and maintenance appointments using ServiceTitan.
- Convert inbound inquiries into booked appointments while following company scripts and procedures.
- Handle emergency calls with urgency and empathy.
- Confirm appointments and minimize cancellations and no-shows.
- Make outbound calls for unscheduled estimates, maintenance renewals, and customer follow-up.
- Maintain accurate customer records and detailed job notes.
- Communicate effectively with dispatch, technicians, and management.
- Assist with customer concerns and resolve issues professionally.
- Support seasonal promotions, membership renewals, and financing opportunities.
- Meet or exceed daily, weekly, and monthly performance goals.
- Participate in a weekly after-hours on-call rotation and remain available and responsive during the assigned week.
Benefits
- Paid training and training stipends.
- Health, dental, and vision insurance.
- Life and AD&D insurance.
- Long-Term Disability coverage.
- Flexible Spending Accounts for health care and dependent care.
- Voluntary accident, hospital, and critical illness insurance.
- 401(k) with a 3% company match.
- Paid Time Off and six paid holidays.
- Performance bonus opportunities.
- A $150 Availability Bonus for completing an assigned after-hours on-call week.
- Team events and community involvement.
- Career advancement opportunities.
- Mentorship and continuous training.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
