CSR I
About The Position
The Customer Service Representative (CSR) is the first impression of Cooper Heating, Cooling, Plumbing & Electrical. This role is responsible for delivering an exceptional customer experience by answering inbound calls, booking service appointments, managing customer communications, and ensuring every opportunity is converted into a scheduled appointment. The ideal candidate is positive, organized, detail-oriented, and thrives in a fast-paced environment. We also believe a great workplace should be a place where people enjoy coming to work and feel connected to their team. That’s why we invest in our people and make time to celebrate together with: Monthly team events Weekly team breakfasts Monthly team lunches Fun company events and activities throughout the year Opportunities to connect, celebrate wins, and build relationships outside of the everyday work environment At Cooper, you’re not just joining a company—you’re joining the Green Team, where hard work is recognized, success is celebrated, and we have some fun along the way.
Requirements
- Previous customer service or call center experience preferred.
- 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.
- Team player with a positive attitude.
- Answer calls quickly and professionally.
- Maintain a high booking conversion rate.
- Deliver outstanding customer satisfaction.
- Complete accurate documentation in ServiceTitan.
- Meet attendance and schedule adherence expectations.
- Support company revenue goals through effective scheduling and follow-up.
- Dependable, coachable, and committed to delivering exceptional service.
Nice To Haves
- HVAC, plumbing, electrical, or home service experience is a plus.
- Experience with ServiceTitan is preferred.
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.
- Remain available and responsive during their assigned on-call week in accordance with company expectations.
Benefits
- Paid training and training stipends
- Health, dental, and vision insurance
- Life & AD&D insurance
- Long-Term Disability (LTD) coverage
- Flexible Spending Accounts (Health Care & Dependent Care)
- Voluntary Accident, Hospital, and Critical Illness insurance
- 401(k) with a generous 3% company match
- Paid Time Off (PTO) and paid holidays (6 days)
- Team events and community involvement
- Career advancement opportunities within Cooper Heating, Cooling, Plumbing & Electrical
- 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
