Customer Service Representative (CSR) Outbound/Inbound

Parobek Plumbing & Air • Bastrop, TX

3d • Onsite

About The Position

Join Parobek Plumbing & AC as a full-time Customer Service Representative in Bastrop, Texas. This fast-paced role focuses on inbound booking, outbound calling, schedule support, and working alongside AI-assisted call technology. This is an in-person role.

Requirements

• High school diploma or equivalent required.
• Proven ability to make outbound calls confidently and convert conversations into booked opportunities.
• Comfort using CRM systems, phone software, and AI-assisted call tools.
• Strong communication, active listening, objection-handling, and customer service skills.
• Ability to recognize when AI-supported interactions require escalation to a live team member.
• Strong attention to detail, organization, and follow-through.
• Positive attitude and ability to perform well in a fast-paced, team-oriented environment.

Nice To Haves

• Previous experience in customer service, scheduling, dispatch, call center operations, or appointment booking preferred.
• Experience in plumbing, HVAC, or home service industries is strongly preferred.

Responsibilities

• Answer inbound calls professionally and convert customer inquiries into booked service appointments.
• Make outbound calls as a daily priority to follow up on missed calls, pending appointments, maintenance opportunities, membership renewals, and customer satisfaction needs.
• Help fill the schedule through proactive outreach, appointment confirmations, and follow-up communication.
• Provide accurate information to customers regarding services, scheduling, and next steps while resolving concerns with professionalism.
• Work effectively alongside AI call takers by reviewing handoffs, identifying when human intervention is needed, and ensuring continuity in customer experience.
• Recognize and address issues in AI-supported call workflows, escalating concerns appropriately when needed.
• Maintain accurate customer records, notes, and call outcomes in the CRM or dispatch platform.
• Follow call scripts, service standards, and internal processes while adapting naturally to customer needs.
• Support team goals related to booking rate, outbound activity, call quality, and customer satisfaction.
• Participate in coaching, training, and process improvement efforts to strengthen customer experience and performance.

Benefits

• Medical, Dental, and Life, and Vision Insurance — we pay 100% for you.
• 401(k) plan with company match.
• Free gym membership.
• Two weeks of paid vacation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED