Overview:
Master Plumbing & Heating supports residential and commercial clients in preventative maintenance, installation, and repair services for plumbing, heating ventilation, air conditioning, and control (HVAC) systems. Under the direction of the Office Manager, the Customer Service Representative (CSR) will be responsible for handling customer inquiries, managing communications across various platforms, and ensuring a high level of customer satisfaction.
Responsibilities:
Answer and manage inbound phone calls, emails, and text messages from customers in a timely and professional manner.
Schedule service appointments and coordinate with technicians to ensure efficient workflow.
Address customer inquiries, concerns, and complaints with empathy and professionalism, providing appropriate solutions.
Maintain accurate and detailed records of customer interactions, transactions, and service requests.
Communicate with customers about service status updates, ensuring they are informed of any delays or changes.
Assist in processing service orders, invoices, and payments as required.
Collaborate with other team members to resolve complex customer issues and improve service delivery.
Follow up with customers post-service to ensure satisfaction and address any additional needs.
Provide support in maintaining the company’s CRM system, ensuring all customer data is up-to-date.
Participate in ongoing training to stay updated on company services, products, and customer service best practices.
Qualifications:
High School Diploma or GED.
Proven experience in a customer service role, preferably within the plumbing, HVAC, or construction industry.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Ability to multitask and prioritize tasks in a fast-paced environment.
Proficiency in Microsoft Office Suite and customer relationship management (CRM) software.
Ability to work independently and as part of a team.
Strong problem-solving skills and a positive attitude.
Preferred Skills & Experience:
Familiarity with plumbing and HVAC industry terminology.
Experience using scheduling and dispatch software.
Prior experience in a similar role within a service-oriented business.
Ability to build and maintain positive relationships with customers and team members.
Strong time management skills and the ability to handle high call volumes.
A customer-centric mindset with a focus on delivering exceptional service
About Master Plumbing & Heating:
Master Plumbing & Heating is a plumbing and HVAC company composed of a team of skilled technicians that serve as long tenured experts in our craft for a variety of customers in the Okemo Valley region.
While at the forefront of the mechanical industry since 1988, Master Plumbing & Heating has a well-documented track record of integrity, service and excellence. We primarily service customers within a 15-mile radius of Ludlow, Vermont. To do this, we have drawn from our extensive experience, which includes over 175 years of service in the field. Master Plumbing & Heating was founded in 1988, acquired under new management in 2023, and is headquartered in Ludlow, VT.
