What are the responsibilities and job description for the Customer Service Representative (CSR) position at Burkhead Electric?
Full-Time
Are you someone who takes pride in being the calm, confident, and capable first voice a customer hears when they need help? Do you thrive in fast-paced environments where urgency, empathy, and precision all matter equally?
At our electrical contracting company, the Customer Service Representative is far more than someone who answers the phone. You are the gateway to our operations, the advocate for our customers, and a critical partner to our field teams. Your ability to listen deeply, communicate clearly, and gather the right information — without making a customer feel interrogated — directly impacts how well we serve in the field.
This role is for someone who is serious about service, committed to excellence, and energized by building better ways of doing things. We aren’t looking for someone that is perfect already, we are looking for someone that desires to grow to be the best through dedication, intentionality, and seek ongoing growth. This role is one that intends to grow, develop, and mature, as the needs and goals of the company evolve over time.
About The Role
As a Customer Service Representative, you are the first impression and ongoing connection between our customers and our team. You will manage inbound and outbound calls, customer scheduling, and detailed information intake while setting a tone that balances warmth with confidence and urgency.
We are an intense, mission-driven company. That means we move with purpose, we respect people’s time, and we constantly refine our processes so we can better serve our customers and our teammates. This role requires someone who doesn’t just follow scripts, but understands why we ask questions, how information flows through the company, and where improvements can be made.
What You’ll Do
We don’t just aim to complete jobs — we aim to serve people exceptionally well. Our customers trust us in moments that matter, and our team depends on each other to perform at a high level every day.
If you’re looking for a role where your voice matters, your ideas are welcomed, and your commitment to service makes a real impact, we’d love to meet you.
Are you someone who takes pride in being the calm, confident, and capable first voice a customer hears when they need help? Do you thrive in fast-paced environments where urgency, empathy, and precision all matter equally?
At our electrical contracting company, the Customer Service Representative is far more than someone who answers the phone. You are the gateway to our operations, the advocate for our customers, and a critical partner to our field teams. Your ability to listen deeply, communicate clearly, and gather the right information — without making a customer feel interrogated — directly impacts how well we serve in the field.
This role is for someone who is serious about service, committed to excellence, and energized by building better ways of doing things. We aren’t looking for someone that is perfect already, we are looking for someone that desires to grow to be the best through dedication, intentionality, and seek ongoing growth. This role is one that intends to grow, develop, and mature, as the needs and goals of the company evolve over time.
About The Role
As a Customer Service Representative, you are the first impression and ongoing connection between our customers and our team. You will manage inbound and outbound calls, customer scheduling, and detailed information intake while setting a tone that balances warmth with confidence and urgency.
We are an intense, mission-driven company. That means we move with purpose, we respect people’s time, and we constantly refine our processes so we can better serve our customers and our teammates. This role requires someone who doesn’t just follow scripts, but understands why we ask questions, how information flows through the company, and where improvements can be made.
What You’ll Do
- Serve as the first voice and point of contact for customers via phone, email, and digital communication channels
- Handle incoming calls with professionalism, warmth, and confidence — even when customers are stressed or urgent
- Ask thoughtful, conversational questions to gather accurate job details without making customers feel rushed or interrogated
- Clearly document customer concerns, site conditions, timelines, and expectations so field teams are set up for success
- Schedule service appointments while balancing customer needs with operational efficiency
- Proactively communicate with customers regarding scheduling changes, arrival windows, and next steps
- Collaborate closely with dispatchers, technicians, and leadership to ensure seamless handoffs and high-quality service execution
- Identify gaps, inefficiencies, or recurring issues in intake and scheduling — and actively participate in improving systems and processes
- Uphold and reinforce our company standards, values, and customer experience expectations in every interaction
- Exceptional phone presence with the ability to sound calm, confident, and inviting
- Strong listening skills and the ability to extract critical information while maintaining a positive customer experience
- A natural service mindset — you genuinely want to help people and represent the company well
- High attention to detail with excellent written documentation skills
- Comfort working in a structured, fast-paced environment where urgency and accuracy matter
- The ability to adapt, learn, and help build processes rather than defaulting to "that's how it's always been done"
- Emotional intelligence to manage difficult conversations with professionalism and empathy
- Strong computer proficiency and the ability to learn and use dispatching, scheduling, and CRM software
- Reliability, accountability, and a strong sense of ownership over your role
- Customers feel heard, respected, and confident the moment they interact with our company
- Field team members receive clear, thorough, and actionable job information
- Scheduling flows smoothly with fewer last-minute surprises or preventable issues
- Intake processes continuously improve based on real-world feedback and experience
- You are trusted as a steady, professional presence both internally and externally
- Familiarity with dispatching or scheduling software (especially in construction or home services)
- A mindset that enjoys refining systems, scripts, and workflows for better outcomes
- The ability to balance empathy with efficiency in high-volume or high-pressure situations
- Competitive compensation based on experience
- Health, dental, and vision insurance
- Paid time off and holidays
- Retirement plan options
- Ongoing training and professional development
- A team-driven culture that values integrity, accountability, and continuous improvement
We don’t just aim to complete jobs — we aim to serve people exceptionally well. Our customers trust us in moments that matter, and our team depends on each other to perform at a high level every day.
If you’re looking for a role where your voice matters, your ideas are welcomed, and your commitment to service makes a real impact, we’d love to meet you.
Salary : $22 - $25