Call Centers, Call Volume, Career Development, Communication Skills, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Data Entry, Dental Insurance, Detail Oriented, Employee Assistance Plan, Follow Through, Health Plan, Maintenance - Electrical, Maintenance - HVAC, Maintenance - Plumbing, Multitasking, On Site Support, Operational Support, Organizational Skills, Plan Meetings, Problem Solving Skills, Team Player, Vision Plan
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Job Type
Full-time
Description
Customer Service Representative
Haven Services with Atherton Plumbing
At Haven Services with Atherton Plumbing, we are committed to delivering exceptional Plumbing, HVAC, Electrical, and Drain services to homeowners throughout the Dayton/Cincinnati region. As one of the area's 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 and outbound calls while delivering an outstanding customer experience. Experience within the home service industry or trade-related environments is preferred.
We offer competitive pay, outstanding benefits, and 100% employer-paid medical premiums.
Benefits You'll Enjoy
Employment with Haven Services and Atherton Plumbing comes with excellent perks! Major health benefits are available on the first of the month following your start date. Paid Time Off, paid holidays, and 401(k) with company match begin immediately upon hire.
What We Offer
- Competitive salary and performance-based incentives.
- Opportunities for professional growth and advancement.
- A collaborative, supportive work environment.
Comprehensive benefits package:
- Medical Insurance choice of HDHP with HRA & HSA or PPO - Company offers 100% coverage of Employee's HDHP Premium!
- Dental and Vision Insurance
- Company provided Life and Disability Insurance
- 401(k) with Employer Match
- Employee Assistance Program
- Paid Time Off, Paid Holidays, floating holidays
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, 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 satisfaction.
Requirements
Qualifications & 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 is a plus.
- Experience working with CRM systems required.
- ServiceTitan experience is a 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 Saturdays.
Compensation
- $20.00-$23.00 per hour, based on experience.
Haven Services with Atherton Plumbing is an Equal Opportunity Employer - AAP/M/F/V/D/SO.