What are the responsibilities and job description for the Customer Service Representative- Hybrid or Remote position at Loyal Plumbing?
DO GREAT WORK. BUILD A CAREER YOU'RE PROUD OF.
At Loyal Plumbing, Heating & Air, we're building more than a home-services company. We're building a place where good people can do work that matters, grow their skills, and create a better future for themselves and their families.
Whether you're an experienced professional or still building your career in the trades, you'll find a team that values both technical ability and character. We believe in doing the job right, communicating clearly, respecting our customers' homes, and helping the people around us get better.
Your role matters here, and so does where it can take you. Through competitive pay, meaningful benefits, ongoing training, mentorship, and opportunities to take on more responsibility, Loyal is committed to helping great people build lasting careers.
We also believe success at work shouldn't come at the expense of life outside of it. Your time matters. Your family matters. And when you join Loyal, you're joining a team that wants you to succeed both on the job and at home.
If you're ready to do great work with good people and build a career that keeps moving forward, we'd like to hear from you.
What You’ll Do
As a Customer Service Representative (CSR), you’re the friendly, professional first point of contact for our customers, Tuesday thru Saturday. Your day-to-day will include:
- Answering incoming calls, chats, and emails using our approved greeting, tone, and procedures promptly.
- Documenting customer interactions, job notes, and scheduling details accurately.
- Provide dispatch coverage on Saturdays, coordinating service calls and assigning technicians based on urgency, location, and availability.
- Use ServiceTitan to schedule, update, and monitor service appointments while maintaining accurate customer and technician information.
- Placing outbound calls for estimates, follow-ups, membership offers, scheduling confirmations, and reminders.
- Supporting additional tasks as assigned by the Customer Service Manager/Lead, including follow-up campaigns, customer check-ins, and administrative duties.
- Participating in training, role-plays, and coaching sessions to continue growing your skills.
- Maintaining dependable attendance and professionalism; working independently and within a team environment.
Who You Are
- High School diploma or GED required (Associate degree is a plus).
- Knowledge of Service Titan is a plus!
- Experience with dispatching.
- Strong communication and customer service skills. Comfortable speaking with customers, actively listening, and confidently solving problems while maintaining a friendly tone.
- Basic computer literacy to navigate email and CRM-style software.
- Reliable, punctual, and able to work continuously from a workstation (phone/headset/keyboard use).
- Professional phone etiquette, integrity, and a team-oriented mindset.
Benefits
- Comprehensive Medical, Dental, and Vision Insurance
- PTO and sick time package
- 401(k) Plans
- Paid Holidays (Office Closed)
- Life Insurance
- Paid Birthday Off
- Additional Compensation paid weekly based on performance
Pay: $18.00 - $35.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience:
- ServiceTitan: 1 year (Preferred)
- Dispatching: 1 year (Preferred)
Work Location: Hybrid remote in Rapid City, SD 57701
Salary : $18 - $35