Customer Service Representative

Location: Hagerstown, MD

Work Type: On-Site

Schedule: Full-Time

Pay: $17.00 to $19.00 an hour additional bonus potential

About Us
Larry & Sons has proudly served the Hagerstown community for years, specializing in plumbing, HVAC, and electrical services. As a family-oriented company, we’re more than just co-workers—we’re a team that values relationships, celebrates achievements, and supports career growth. At Larry & Sons, your skills are recognized, your hard work is appreciated, and your career is set up for long-term success.

Why Join Us?

• Top-Tier Pay: Competitive hourly rates with bonus and incentive opportunities
• Ongoing Training: Paid technical training, certifications, and development programs
• Comprehensive Benefits: Health, dental, and vision insurance, 401(k) with company match, paid time off (PTO), and paid holidays
• Career Growth: Clear paths for advancement into leadership or specialization
• Strong Company Culture: Team outings, employee appreciation events, and supportive leadership

What You'll Do

• Deliver an exceptional customer experience by answering inbound calls with professionalism, urgency, and empathy
• Listen to customer needs and schedule service appointments that align with both customer expectations and business goals
• Educate customers on available services and confidently address questions or concerns to help them make informed decisions
• Accurately collect and enter customer information into company systems
• Follow up with customers to ensure satisfaction and create a positive, lasting impression of our company
• Manage inbound leads from phone calls, web inquiries, and other channels, ensuring timely response and follow-through
• Partner closely with Dispatch, Service, and other departments to ensure customers receive seamless support throughout their experience
• Communicate service updates, appointment changes, and customer concerns to the appropriate teams
• Contribute to team performance goals while maintaining a customer-first approach
• Perform opening, closing, and administrative duties as assigned

What We're Looking For

• Passion for delivering outstanding customer service and creating positive customer experiences
• Strong communication and active listening skills with the ability to build rapport quickly
• Ability to identify customer needs, solve problems, and confidently overcome objections
• Organized and detail-oriented with strong multitasking skills in a fast-paced environment
• Team player who collaborates effectively across departments to ensure customer satisfaction
• Comfortable using computers, Microsoft Office, and customer management systems
• Previous customer service, call center, scheduling, or sales experience preferred
• 3 years of customer service experience preferred
• Sales or appointment-setting experience is a plus

Pre-Employment Requirements:
All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report. These are conducted in compliance with applicable laws and regulations.

Disclaimer:
The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE