Customer Service Representative

Hosack Plumbing, Heating & Cooling
$17–$19/hour | Full-Time

Do you have a great personality, strong communication skills, and a professional phone presence? Are you comfortable talking with customers, recommending services and memberships, and turning conversations into booked appointments?

Hosack Plumbing, Heating & Cooling is looking for a Customer Service Representative (CSR) to join our growing team!

Our CSRs are more than just the people answering the phones. You’ll be one of the first points of contact for our customers and play an important role in booking service calls, generating opportunities, promoting our membership program, and delivering an exceptional customer experience.

We’re looking for someone who is customer-focused but also has a sales mindset
—someone who isn't afraid to ask for the appointment, explain the value of a membership, and work toward individual and team goals.

$17.00–$20.00 per hour
, based on experience

Schedule:

Monday–Friday, 8:00 AM–5:00 PM On-Call / After-Hours Expectations: TBD

Answer incoming customer calls with a friendly, professional, and confident attitude

Turn incoming calls into booked service appointments

Schedule plumbing, HVAC, drain, and other service appointments

Make outbound calls to existing and potential customers to generate and fill service opportunities

Follow up with customers on open opportunities, previous service needs, and available appointments

Promote and sell company membership/service plans by clearly explaining the value and benefits to customers

Identify opportunities during customer conversations and confidently recommend appropriate services

Use strong phone skills to overcome basic objections and help customers make scheduling decisions

Meet or exceed established KPIs and performance goals
, including booking rates, outbound activity, membership sales, call volume, and other call center metrics

Listen to customers, ask the right questions, and understand their service needs

Gather accurate information for Dispatchers and Service Technicians

Communicate appointment times, scheduling changes, and service updates

Handle customer questions and concerns professionally

Work closely with Dispatchers, Technicians, and Service Managers

Maintain accurate customer and job information in our system

Help identify opportunities to fill open spots on the schedule

Deliver an exceptional customer experience on every call

We want someone who is:

Friendly, positive, and professional

Comfortable selling and recommending services over the phone

Confident asking customers to book an appointment or purchase a membership

Motivated by goals and performance metrics

Comfortable making outbound calls

Able to build rapport quickly with customers

A strong communicator and active listener

Comfortable overcoming customer objections

Organized and detail-oriented

Reliable and dependable

Comfortable handling a high volume of calls

Able to multitask and prioritize

Calm under pressure

Comfortable handling upset or frustrated customers professionally

Competitive and motivated while still being a team player

Coachable and open to feedback

Someone who takes ownership and follows through

Previous experience in customer service, inside sales, call centers, appointment setting, membership sales, or phone sales is strongly preferred.

Experience in plumbing, HVAC, electrical, home services, dispatch, or Service Titan is a plus.

You don't have to be an HVAC or plumbing expert—we can teach you the industry.
What we're looking for is someone who already knows how to communicate, connect with customers, ask for the business, and confidently sell over the phone.

Our benefits include:

Health Insurance

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