CSR - Call Center HVAC​/Plumbing

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, take control of the conversation, and confidently guide customers through the scheduling process.

• Answer incoming customer calls in a professional and welcoming manner
• Take control of the call by confidently guiding the conversation, asking the right questions, and keeping the customer focused on the next step
• Schedule service, maintenance, diagnostic, and estimate appointments
• Ask effective questions to understand the customer’s needs and determine the appropriate service
• Clearly and confidently relay company policies, appointment information, pricing, and next steps to customers
• Think quickly and problem-solve when unexpected questions or scheduling situations arise
• 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
• Meet daily call expectations of approximately 20–30 inbound calls and 20–30 outbound calls, depending on call volume and business needs

• Previous customer service or call center experience is a must
• Experience scheduling appointments or working in a home service company is a plus
• Comfortable making both inbound and outbound calls
• Strong, confident, and professional phone presence
• Ability to control and lead a customer conversation rather than react to it
• Comfortable relaying information clearly and confidently, even when the customer has questions or pushes back
• Ability to think quickly, problem-solve, and make sound decisions during live customer interactions
• Strong communication and listening skills
• Ability to remain calm, professional, and helpful with frustrated or demanding customers
• Organized and able to manage multiple tasks at once
• 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 per hour, 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

If you are confident on the phone, comfortable taking ownership of a conversation, able to think on your feet, and enjoy helping customers while working toward measurable goals, we encourage you to apply.