Customer Engagement Representative

ARS/Rescue Rooter, a national leader in residential and light commercial HVAC, plumbing, and electrical services, is seeking a Customer Engagement Representative. In this role, you'll be the first point of contact for homeowners, handling inbound calls, online requests, and scheduling service appointments. You'll explain services, enter accurate information into our systems, and coordinate with technicians to ensure timely, high-quality service. ARS/Rescue Rooter offers year-round stability, comprehensive training, and clear paths for advancement in a safety-first, customer-focused environment.

Responsibilities

• Serve as the primary point of contact for residential customers needing HVAC, plumbing, and electrical services
• Handle inbound calls, emails, and online inquiries, quickly assessing customer needs and scheduling service appointments
• Explain services, promotions, and maintenance options to customers in clear, professional language
• Accurately enter and update customer information, service details, and scheduling notes in the CRM system
• Coordinate with field technicians and dispatch to ensure timely arrival and job completion
• Follow up with customers after service to confirm satisfaction and identify additional service opportunities
• Resolve basic service issues and escalate complex concerns to appropriate team members
• Meet or exceed metrics for response time, call quality, and customer satisfaction
• Support sales efforts by identifying cross-sell and upsell opportunities during interactions
• Contribute to a safety-first, customer-focused culture through teamwork and reliable communication

Required Skills

• Customer service
• Call handling
• CRM software
• Scheduling and dispatch coordination
• Data entry and accuracy
• Basic HVAC/plumbing/electrical service knowledge
• Sales and upselling
• Conflict resolution
• Time management
• Written and verbal communication