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Customer Service Representative

THE WATERWORKS

Columbus, OH

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JOB DETAILS
SKILLS
Call Centers, Call Volume, Career Development, Communication Skills, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Data Entry, Detail Oriented, Electricity, Follow Through, Insurance, Maintenance - Electrical, Maintenance - HVAC, Maintenance - Plumbing, Multitasking, On Site Support, Operational Support, Organizational Skills, Plan Meetings, Preferred Provider Organization (PPO), Problem Solving Skills, Professional Services, Team Player
LOCATION
Columbus, OH
POSTED
Today
ApplyJob TypeFull-timeDescriptionHaven Services with The WaterworksAt Haven Services, we are committed to delivering exceptional Plumbing, HVAC, Electrical, and Drain services to homeowners across the Midwest. As one of the region's fastest-growing home service companies, we are looking for experienced, customer-focused professionals who thrive in a fast-paced environment and want to grow with a company that values teamwork, accountability, and career development.We are currently seeking a highly motivated Customer Service Representative with 5+ years of customer service experience to join our office team. This is an in-office position within a small call center environment where professionalism, urgency, communication, and problem-solving are essential to success.The ideal candidate is organized, dependable, customer-focused, and confident handling high-volume inbound & outbound calls while delivering an outstanding customer experience. Experience within the home service industry or trade-related environments is strongly PREFERRED.What You'll Do Each Day* Serve as the first point of contact and create a positive, professional first impression for customers calling for Plumbing, HVAC, Electrical, or Drain service needs* Handle high-volume inbound customer calls while maintaining professionalism and empathy* Actively listen to customer concerns and identify the best solution based on urgency and service needs* Schedule and coordinate service appointments efficiently while maximizing technician availability and routing* Accurately enter customer information, service details, and technician notes into the CRM system* Communicate clearly with customers regarding appointment windows, technician arrival times, and service expectations* Support dispatch operations by ensuring all job details are properly documented for field technicians* Resolve customer concerns and de-escalate challenging situations professionally and efficiently* Follow up with customers regarding appointments, reschedules, confirmations, and service-related questions* Maintain a strong understanding of company services, promotions, memberships, and scheduling procedures* Work collaboratively with dispatchers, managers, and field staff to ensure a seamless customer experience* Meet performance expectations related to call quality, accuracy, attendance, and customer satisfactionRequirementsQualifications & Experience* 5+ years of customer service experience required* Previous experience in a call center or high-volume inbound call environment required* Trade industry experience or knowledge in Plumbing, HVAC, Electrical, or Drain services preferred* Experience working with CRM systems required* Service Titan experience is a strong PLUS* Excellent communication, multitasking, and problem-solving skills* Strong keyboarding, data entry, and organizational skills* Ability to remain calm and professional in fast-paced situations* Strong attention to detail and follow-through* Ability to work collaboratively within a team environment* Must be available to work SaturdaysWhat We OfferHaven Services offers a supportive, team-oriented culture with opportunities for long-term growth and advancement.Benefits Include* Competitive pay based on experience* Performance-based incentives* Medical Insurance - HDHP with HRA & HSA or PPO options* Company-paid employee HDHP premium coverage* Dental and Vision Insurance* Company-paid Life and Disability Insurance* 401(k) with Employer Match* Employee Assistance Program* Paid Time Off and Paid Holidays beginning immediately upon hire* Career growth and advancement opportunities* Collaborative and professional work environmentHaven Services is an Equal Opportunity Employer - AAP/M/F/V/D/SO

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THE WATERWORKS

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