Customer Service Representative

Customer Service Representative in Cookeville, TN

Every customer who calls Crest reaches a real person, and that person shapes everything that follows. Before any technician arrives, the customer's first impression comes through the CSR.

This role is for someone who genuinely likes helping people solve problems, stays calm when customers are stressed, books calls efficiently, and keeps the schedule moving.

$18-$20/hr Based on experience

$5 per call Diagnostic calls scheduled

Full-time role Defined coverage

Cookeville team Local service area

When the schedule is full and customers are well served, the whole company runs well. When calls get dropped, appointments get mismanaged, or customer experience suffers, everything downstream gets harder.

The Customer Service Representative role carries real responsibility and produces visible impact. Jeff looks for someone who takes pride in running a tight operation, enjoys talking to people, and wants customers to feel taken care of.

The job is not glamorous on paper. In practice, it is the role that makes everything else at Crest possible.

These are daily operating responsibilities, not aspirational goals. The right candidate should feel energized by this list.

Customers calling Crest have a plumbing problem and want it solved. The CSR listens carefully, responds with warmth, and guides the conversation toward a scheduled appointment.

• Answer inbound calls, texts, and online requests
• Explain the next step clearly and confidently
• Help customers feel that the right decision is being made

Not every plumbing call carries the same urgency. The CSR asks the right questions, assigns the right priority, and fills open windows with proactive outbound effort when needed.

• Match true urgent calls to faster response
• Offer earlier slots to already-booked customers
• Follow up on members and unsold estimates when the schedule has room

The CSR connects customers, technicians, and Jeff. Clean job notes and accurate Housecall Pro records protect the customer experience and save technician time.

• Maintain customer profiles and service addresses
• Monitor  and route messages
• Communicate schedule changes and customer concerns promptly

Pay and Incentives Are Straightforward. Crest publishes the range and explains the incentive structure clearly. Experience, fit, and ownership of the role drive where the offer lands.

$18-$20/hr Starting Range

Hourly pay is discussed at offer based on experience and fit.

Additional incentive for each diagnostic service call scheduled.

Full-time Defined Coverage

Includes a clear schedule and defined after-hours/holiday phone expectations.

Growth Office Path

Strong performance can grow toward office operations responsibility.

The CSR Sets the Customer Experience in Motion. A homeowner with a plumbing problem is often stressed, inconvenienced, and uncertain. The CSR's tone, confidence, warmth, and clarity determine whether that customer feels better after contacting Crest.

Genuine engagement, clear communication, and confidence that Crest is taking care of the customer.

Accurate, timely details so technicians arrive at the right place with the right information.

Professional AR follow-up, company inbox monitoring, and customer/vendor messages routed correctly.

Customers should hear calm, helpful confidence right away, especially when they are stressed.

The role requires managing appointments, notes, follow-up, and changing priorities without dropping details.

Housecall Pro experience helps, but willingness to learn field service software is enough for the right person.

• Genuine warmth on the phone.
• Calm professionalism when a customer is upset or anxious.
• Strong written communication for email and follow-up.
• Initiative to fill slow mornings instead of waiting.
• Accurate scheduling and customer record habits.
• Good judgment about urgency and technician communication.

A published range with no games or vague compensation language.

Medical, dental, vision, PTO, and 401(k) details are confirmed at offer stage.

Office operations management is a real trajectory for the right person over time.

Every call booked and customer helped shows up directly in company performance.

Crest trains the systems, call categories, and priority decisions needed to succeed.

The job is measured by customer care, schedule discipline, and clean communication.

Is Crest hiring a Customer Service Representative in Cookeville? Yes. The role handles inbound customer calls, appointment booking, schedule filling, customer profile maintenance in Housecall Pro, and technician communication.

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