CSR - Call Center HVAC/Plumbing Company

John Owens Services•Petaluma, CA

11d•$20 - $30•Onsite

About The Position

John Owens Services, Inc. is seeking a friendly, dependable, and motivated Customer Service Representative to join our call center team in Petaluma. As a well-established residential HVAC, plumbing, drain cleaning, hydronic, and electrical service company, our CSRs are the first point of contact for customers. We are looking for someone who can provide excellent service, communicate clearly, take control of the conversation, and confidently guide customers through the scheduling process.

Requirements

Previous customer service or call center experience is a must
Comfortable making both inbound and outbound calls
Strong, confident, and professional phone presence
Ability to control and lead a customer conversation rather than react to it
Comfortable relaying information clearly and confidently, even when the customer has questions or pushes 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 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
Take control of the call by confidently guiding the conversation, asking the right questions, and keeping the customer focused on the next step
Schedule service, maintenance, diagnostic, and estimate appointments
Ask effective questions to understand the customer’s needs and determine the appropriate service
Clearly and confidently relay company policies, appointment information, pricing, and next steps to customers
Think quickly and problem-solve when unexpected questions or scheduling situations arise
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
Meet daily call expectations of approximately 20–30 inbound calls and 20–30 outbound calls, depending on call volume and business needs