What are the responsibilities and job description for the Customer Service Representative position at Haven Services, LLC?
Description
Haven Services with The Waterworks
At Haven Services, we are committed to delivering exceptional Plumbing, HVAC, Electrical, and Drain services to homeowners across the Midwest. As one of the region’s fastest-growing home service companies, we are looking for experienced, customer-focused professionals who thrive in a fast-paced environment and want to grow with a company that values teamwork, accountability, and career development.
We are currently seeking a highly motivated Customer Service Representative with 5 years of customer service experience to join our office team. This is an in-office position within a small call center environment where professionalism, urgency, communication, and problem-solving are essential to success.
The ideal candidate is organized, dependable, customer-focused, and confident handling high-volume inbound & outbound calls while delivering an outstanding customer experience. Experience within the home service industry or trade-related environments is strongly PREFERRED.
What You’ll Do Each Day
- Serve as the first point of contact and create a positive, professional first impression for customers calling for Plumbing, HVAC, Electrical, or Drain service needs
- Handle high-volume inbound customer calls while maintaining professionalism and empathy
- Actively listen to customer concerns and identify the best solution based on urgency and service needs
- Schedule and coordinate service appointments efficiently while maximizing technician availability and routing
- Accurately enter customer information, service details, and technician notes into the CRM system
- Communicate clearly with customers regarding appointment windows, technician arrival times, and service expectations
- Support dispatch operations by ensuring all job details are properly documented for field technicians
- Resolve customer concerns and de-escalate challenging situations professionally and efficiently
- Follow up with customers regarding appointments, reschedules, confirmations, and service-related questions
- Maintain a strong understanding of company services, promotions, memberships, and scheduling procedures
- Work collaboratively with dispatchers, managers, and field staff to ensure a seamless customer experience
- Meet performance expectations related to call quality, accuracy, attendance, and customer satisfaction
Requirements
Qualifications & Experience
- 5 years of customer service experience required
- Previous experience in a call center or high-volume inbound call environment required
- Trade industry experience or knowledge in Plumbing, HVAC, Electrical, or Drain services preferred
- Experience working with CRM systems required
- Service Titan experience is a strong PLUS
- Excellent communication, multitasking, and problem-solving skills
- Strong keyboarding, data entry, and organizational skills
- Ability to remain calm and professional in fast-paced situations
- Strong attention to detail and follow-through
- Ability to work collaboratively within a team environment
- Must be available to work Saturdays
What We Offer
Haven Services offers a supportive, team-oriented culture with opportunities for long-term growth and advancement.
Benefits Include
- Competitive pay based on experience
- Performance-based incentives
- Medical Insurance – HDHP with HRA & HSA or PPO options
- Company-paid employee HDHP premium coverage
- Dental and Vision Insurance
- Company-paid Life and Disability Insurance
- 401(k) with Employer Match
- Employee Assistance Program
- Paid Time Off and Paid Holidays beginning immediately upon hire
- Career growth and advancement opportunities
- Collaborative and professional work environment
Haven Services is an Equal Opportunity Employer – AAP/M/F/V/D/SO