CSR - Call Center HVAC/Plumbing Company

John Owens Services • Petaluma, CA

4d • $20 - $30 • Onsite

About The Position

John Owens Services, Inc. is hiring a friendly, dependable, and motivated Customer Service Representative for its expanding call center in Petaluma, California. The company provides residential HVAC, plumbing, drain cleaning, hydronic, and electrical services. As a frequent first point of contact for customers, the CSR provides professional service, clearly communicates company information, leads customer conversations, and guides customers through scheduling. The role includes managing inbound and outbound calls, booking service appointments, responding to customer requests, entering and updating information, collecting payments, and coordinating with dispatchers, technicians, and office staff. This is a full-time, in-office position, Monday through Friday, with office hours between 7:30 a.m. and 5:30 p.m. Compensation is $20–$30 per hour, depending on experience.

Requirements

• Previous customer service or call center experience is required.
• Comfort making both inbound and outbound calls.
• Strong, confident, and professional phone presence.
• Ability to lead and control customer conversations rather than simply react to them.
• Ability to relay information clearly and confidently, including when customers ask questions or push back.
• Ability to think quickly, problem-solve, and make sound decisions during live customer interactions.
• Strong communication and listening skills.
• Ability to remain calm, professional, and helpful with frustrated or demanding customers.
• Organized and able to manage multiple tasks at once.
• Reliable attendance and punctuality.
• Comfortable using 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.
• Experience working in a home service company.

Responsibilities

• Answer incoming customer calls professionally and welcomingly.
• Lead calls by guiding the conversation, asking appropriate questions, and keeping customers focused on next steps.
• Schedule service, maintenance, diagnostic, and estimate appointments.
• Determine customer needs and appropriate service by asking effective questions.
• Communicate company policies, appointment information, pricing, and next steps clearly and confidently.
• Problem-solve unexpected questions and scheduling situations.
• Accurately enter customer and appointment information into the 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 with dispatchers, technicians, and other office staff.
• Follow company procedures while maintaining a positive customer experience.
• Meet daily call expectations of approximately 20–30 inbound and 20–30 outbound calls, depending on call volume and business needs.

Benefits

• Health insurance options.
• Dental insurance.
• Vision insurance.
• Life insurance.
• Paid holidays.
• Vacation accrual.
• 401(k) eligibility with company match after the required waiting period.
• Training and opportunities for professional growth.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed