Call Center CSR

John Owens Services, Inc. is looking for a friendly, dependable, and motivated Customer Service Representative to join our call center team in Petaluma.

We are a well-established residential HVAC, plumbing, drain cleaning, hydronic, and electrical service company. Our CSRs are often the first point of contact for our customers, so we are looking for someone who can provide excellent service, communicate clearly, and confidently schedule appointments.

• Answer incoming customer calls in a professional and welcoming manner
• Schedule service, maintenance, diagnostic, and estimate appointments
• Ask the right questions to understand the customer’s needs
• Accurately enter customer and appointment information into our scheduling system
• Make outbound calls to existing customers for maintenance reminders, estimate follow-up, and re-engagement
• Respond to voicemails, emails, web leads, and other customer requests
• Confirm upcoming appointments and update customer information
• Collect payments and assist with basic office and administrative tasks
• Communicate closely with dispatchers, technicians, and other office staff
• Follow company procedures while maintaining a positive customer experience
• Expectations for inbound calls is minimum 20-30 calls and a minimum of 20- 30 outbound calls. (Will vary daily)

• Previous customer service or call center experience preferred
• Experience scheduling appointments or working in a home service company is a plus
• Comfortable making both inbound and outbound calls
• Friendly, confident, and professional phone presence
• Strong communication and listening skills
• Ability to remain calm and helpful with frustrated customers
• Organized and able to manage multiple tasks
• Reliable attendance and punctuality
• Comfortable working with computers, email, and scheduling software
• Motivated by goals and willing to accept coaching and feedback
• Able to work independently while contributing to a team environment

• Full-time position
• Monday through Friday
• Office hours are between 7:30 a.m. and 5:30 p.m.
• In-office position in Petaluma, California
• $20-$30 hourly DOE
• Health insurance options
• Dental, vision, and life insurance
• Paid holidays
• Vacation accrual
• 401(k) eligibility with company match after the required waiting period
• Training and opportunities for professional growth