CSR - Call Center

John Owens Services•Petaluma, CA

7d•$20 - $30•Onsite

About The Position

John Owens Services, Inc. is looking for a friendly, dependable, and motivated Customer Service Representative to join our call center team in Petaluma. We are a well-established residential HVAC, plumbing, drain cleaning, hydronic, and electrical service company. Our CSRs are often the first point of contact for our customers, so we are looking for someone who can provide excellent service, communicate clearly, and confidently schedule appointments.

Requirements

Previous customer service or call center experience preferred
Comfortable making both inbound and outbound calls
Friendly, confident, and professional phone presence
Strong communication and listening skills
Ability to remain calm and helpful with frustrated customers
Organized and able to manage multiple tasks
Reliable attendance and punctuality
Comfortable working with computers, email, and scheduling software
Motivated by goals and willing to accept coaching and feedback
Able to work independently while contributing to a team environment

Nice To Haves

Experience scheduling appointments or working in a home service company is a plus

Responsibilities

Answer incoming customer calls in a professional and welcoming manner
Schedule service, maintenance, diagnostic, and estimate appointments
Ask the right questions to understand the customer’s needs
Accurately enter customer and appointment information into our scheduling system
Make outbound calls to existing customers for maintenance reminders, estimate follow-up, and re-engagement
Respond to voicemails, emails, web leads, and other customer requests
Confirm upcoming appointments and update customer information
Collect payments and assist with basic office and administrative tasks
Communicate closely with dispatchers, technicians, and other office staff
Follow company procedures while maintaining a positive customer experience