Full-Time Customer Service Representative

Job Description

As a Customer Service Representative, you are the first impression of Northern Services Heating & Plumbing. You'll be responsible for creating an exceptional customer experience by answering incoming calls, responding to emails, scheduling appointments, and helping customers find the best solutions for their home comfort needs.

This position is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and isn't afraid to ask for the sale. You'll educate customers about our maintenance membership program, follow proven call scripts, and identify opportunities to provide additional value through our services.

No two days are exactly the same. You'll balance customer service, administrative responsibilities, lead management, and outbound follow-up calls while working closely with your teammates to ensure every customer receives \"WOW\" service.

Essential Responsibilities

• Answer incoming phone calls and emails professionally and enthusiastically.

• Schedule service appointments accurately and efficiently.

• Deliver outstanding customer service on every interaction.

• Build rapport with customers and provide solutions that meet their needs.

• Promote and sell the Northern Services maintenance membership program.

• Make outbound calls to existing and prospective customers (no cold calling).

• Follow call scripts while keeping conversations natural and engaging.

• Classify and manage Google leads.

• Enter and maintain accurate customer information in company software.

• File paperwork and maintain organized office records.

• Monitor office supply inventory and notify management when supplies need replenishing.

• Communicate effectively with dispatch, technicians, office staff, and management.

• Assist with special projects and additional administrative tasks as needed.

• Contribute to a positive, team-oriented work environment.

Qualifications

• Excellent verbal and written communication skills.

• Positive, energetic, and professional attitude.

• Comfortable speaking with customers and confidently recommending services and memberships.

• Previous customer service, call center, sales, or administrative experience preferred.

• Strong organizational skills with exceptional attention to detail.

• Ability to multitask and prioritize in a fast-paced environment.

• Comfortable learning new technology and computer systems.

• Dependable, punctual, and eager to learn.

• A growth mindset with the desire to build a long-term career.

What We Offer

• Full-time employment with a growing company.

• Competitive hourly pay.

• Unlimited earning potential through performance incentives—the drive you bring determines how much you can earn.

• Paid training and ongoing coaching.

• Career advancement opportunities.

• Supportive leadership and team environment.

• Recognition for your hard work and achievements.

• The opportunity to build a rewarding, long-term career with Northern Services Heating & Plumbing.