What are the responsibilities and job description for the Customer Service Representative position at Sunset Heating, Cooling, & Plumbing?
Overview
Who We Are:
At Sunset Heating/Cooling, Plumbing, & Electrical, we’re a long‑standing, locally‑owned and operated company proudly serving the Portland community for over 100 years. We may be small, but we care big—about our customers, our craft, and our team. When you work with us, you’re not just another employee; you’re part of a tight‑knit crew that looks out for each other and takes pride in honest, high‑quality work.
Our Core Values
S - Stand Behind it: We keep our word, own mistakes and make it right.
U - United as One: We support each other-through challenges & wins.
N - Never Settle: We grow, improve & push to be better every day.
S - Strong Legacy of Trust: We've earned the trust of generations by putting people first
E - Excellence in Our Craft: We deliver professional, reliable, high-quality work.
T - Think Customer First: We serve with urgency, care, and customer-first mindset.
The Customer Service Representative will be responsible for providing exceptional customer service by addressing inquiries, booking service calls, making outbound calls, and ensuring our field staff has jobs scheduled. This role requires excellent communication skills, the ability to manage multiple tasks, and a proactive approach to keeping our service team busy and on track.
Benefits:
- Up to 2 weeks Paid Vacation
- 401(k) Retirement Plan with company match
- Medical, Dental, Vision (For Employee and Eligible Family Members)
- Company Life Insurance
- Supplemental Life Insurance
- Supplemental AD&D
- Disability (Short Term and Long Term) Insurance
- Critical Illness Insurance
- Employee Discounts
- Career growth opportunity
- Employee Referral Bonuses available
Key Responsibilities:
- Respond to customer inquiries via phone or email in a timely and professional manner.
- Schedule service calls and appointments for HVAC, electrical, and plumbing services, ensuring that field staff has a full schedule of jobs to run.
- Make outbound calls to customers to follow up on inquiries, service requests, and bookings.
- Confirm appointments with customers and make any necessary adjustments to schedules.
- Ensure accurate data entry and update customer records in the CRM system.
- Monitor job status and coordinate with the field staff to ensure timely service delivery.
- Provide customers with accurate information regarding service options, availability, and pricing.
- Manage and prioritize a high volume of calls to ensure efficiency and productivity.
- Work closely with the scheduling team to optimize field staff assignments and minimize downtime.
- Communicate with customers about promotions, discounts, and available services.
Qualifications:
- Minimum of 1-2 years of experience in customer service, preferably in the HVAC industry.
- Excellent verbal and written communication skills.
- Strong organizational and time management abilities.
- Ability to multitask and manage high volumes of inbound and outbound calls.
- Proficient in using customer service software and CRM systems.
- Positive attitude and a strong commitment to customer satisfaction.
- Ability to work in a fast-paced environment.
- Willingness to learn and adapt to new technologies and procedures.
Pay:
The starting rate for this opportunity ranges from $20 - $24/hr., based on experience.
Schedule:
Wednesday - Saturday (8AM-6:30PM)
Apply Today!
Sunset is an equal opportunity employer. We provide equal employment opportunities to everyone, regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability.
Salary : $20 - $24