Customer Service Representative
Andersen Plumbing & Heating, Inc., Chicago, Illinois, United States
The Customer Service Representative (CSR) at Andersen Plumbing & Heating is the first point of contact for our customers and plays a key role in ensuring a smooth, professional experience from the first phone call through job completion. The CSR supports the technicians by scheduling service, coordinating communication, and maintaining accurate customer records. We are looking for someone who has a passion for customer service, experience dispatching, and knows how to navigate ServiceTitan or a similar scheduling/dispatching software. If that is you, we'd love for you to be a part of our awesome team!
Key Responsibilities: Customer Communication
Answer and route inbound calls promptly and professionally.
Greet customers with a friendly, service-focused attitude in line with Andersen Plumbing & Heating values.
Assist callers with HVAC and plumbing service requests, maintenance questions, pricing, and general inquiries.
Document customer concerns and follow up to ensure issues are resolved.
Communicate clearly with customers regarding appointment windows, technician arrival times, and any schedule changes.
Scheduling & Dispatch Support
Schedule HVAC and plumbing appointments efficiently based on technician skills, service area, and availability.
Provide technicians with accurate job notes, customer history, and special instructions.
Monitor technician progress and adjust the schedule as needed during the day.
Notify customers promptly of delays or rescheduling needs.
Convert incoming calls into scheduled service appointments.
Promote maintenance plans, specials, and recommended services.
Identify opportunities to upsell additional HVAC or plumbing services when appropriate.
Qualifications:
Previous customer service experience required; experience in HVAC, plumbing, or home services preferred.
Strong phone and communication skills.
Ability to multitask, especially during seasonal peaks.
Comfort with scheduling and dispatching software (ServiceTitan, Housecall Pro, Service Fusion, or similar).
Strong organizational skills and attention to detail.
Ability to remain professional and calm during high call volume or urgent situations.
Basic HVAC/plumbing knowledge a plus (training provided).
Professional communication
Problem-solving
Adaptability & willingness to learn
About Us: Andersen Plumbing Heating & Cooling is not a big box company or a franchise - we’re local, honest, and proud of the work we do. Our team is more like a family, and we treat our employees with respect and appreciation. When you work here, you’re not just a number!
Job Type: Full-time
Health insurance
Vision insurance
Life insurance
Paid time off
Work Location: 1554 Crescent Lake Drive Montgomery, IL 60538
#J-18808-Ljbffr
Key Responsibilities: Customer Communication
Answer and route inbound calls promptly and professionally.
Greet customers with a friendly, service-focused attitude in line with Andersen Plumbing & Heating values.
Assist callers with HVAC and plumbing service requests, maintenance questions, pricing, and general inquiries.
Document customer concerns and follow up to ensure issues are resolved.
Communicate clearly with customers regarding appointment windows, technician arrival times, and any schedule changes.
Scheduling & Dispatch Support
Schedule HVAC and plumbing appointments efficiently based on technician skills, service area, and availability.
Provide technicians with accurate job notes, customer history, and special instructions.
Monitor technician progress and adjust the schedule as needed during the day.
Notify customers promptly of delays or rescheduling needs.
Convert incoming calls into scheduled service appointments.
Promote maintenance plans, specials, and recommended services.
Identify opportunities to upsell additional HVAC or plumbing services when appropriate.
Qualifications:
Previous customer service experience required; experience in HVAC, plumbing, or home services preferred.
Strong phone and communication skills.
Ability to multitask, especially during seasonal peaks.
Comfort with scheduling and dispatching software (ServiceTitan, Housecall Pro, Service Fusion, or similar).
Strong organizational skills and attention to detail.
Ability to remain professional and calm during high call volume or urgent situations.
Basic HVAC/plumbing knowledge a plus (training provided).
Professional communication
Problem-solving
Adaptability & willingness to learn
About Us: Andersen Plumbing Heating & Cooling is not a big box company or a franchise - we’re local, honest, and proud of the work we do. Our team is more like a family, and we treat our employees with respect and appreciation. When you work here, you’re not just a number!
Job Type: Full-time
Health insurance
Vision insurance
Life insurance
Paid time off
Work Location: 1554 Crescent Lake Drive Montgomery, IL 60538
#J-18808-Ljbffr