CSR for Installation Team

DRF Water Heating Solutions•Plainfield, NJ

5d•Onsite

About The Position

We are seeking a customer-focused Customer Service Representative to support customers throughout the water heater installation process. This role serves as a key point of contact for customers, technicians, subcontractors, retail partners, and internal teams to ensure installations are completed smoothly and efficiently.

Requirements

High school diploma or equivalent.
Previous experience in customer service, call center, dispatch, administrative support, or a related role.
Strong verbal and written communication skills.
Excellent customer service and problem-solving abilities.
Ability to multitask and stay organized in a fast-paced environment.
Strong attention to detail.
Proficiency with Microsoft Office and CRM systems.
Ability to work both independently and as part of a team.

Nice To Haves

Home services experience (plumbing, HVAC, installation support, etc.) is a plus but not required.

Responsibilities

Handle customer inquiries via phone, email, chat, and text.
Provide appointment updates, scheduling information, and installation status updates.
Proactively communicate with customers to ensure a positive experience.
Resolve customer concerns professionally and efficiently.
Coordinate between customers, plumbers, subcontractors, retail partners, and internal teams.
Support dispatch operations with scheduling updates and customer availability.
Assist with resolving scheduling conflicts, permit questions, and service issues.
Maintain accurate customer records in CRM systems.
Verify and update installation documentation, permits, photos, and service records.
Process customer payments accurately.
Assist with post-installation documentation and account updates.