Customer Service Representative (CSR) – Contact Center: Turn Conversations Into Opportunities
Are you a people person who thrives on helping customers while achieving goals? Do you enjoy fast-paced environments where your communication skills directly impact success? If so, we want to hear from you.
Lee's Air, Plumbing & Heating is seeking a motivated and customer-focused Customer Service Representative to join our growing Contact Center team. In this role, you'll be the first point of contact for our customers, helping them schedule services, understand available solutions, and ensuring they receive an exceptional experience from the very first call.
This is more than a customer service position—it's an opportunity to build relationships, drive business growth, and make a real impact every day.
What You'll Do
- Answer inbound customer calls with professionalism, enthusiasm, and empathy.
- Schedule service appointments while maximizing same-day and earliest-available opportunities.
- Make outbound calls for appointment confirmations, unsold estimates, maintenance reminders, and special promotions.
- Educate customers on company services, memberships, and value-added solutions.
- Identify customer needs and confidently recommend appropriate services.
- Handle objections and concerns using effective problem-solving and communication skills.
- Maintain accurate customer records and detailed call documentation within company systems.
- Collaborate with dispatchers, technicians, and internal departments to ensure a seamless customer experience.
- Stay current on company promotions, service offerings, and pricing.
- Meet or exceed individual and team performance goals, including appointment booking, conversion rates, and customer satisfaction metrics.
What We're Looking For
- High School Diploma or GED required.
- Previous customer service, call center, sales, or appointment-setting experience preferred.
- Exceptional verbal and written communication skills.
- Strong ability to build rapport and create positive customer interactions.
- Comfortable working in a goal-oriented, performance-driven environment.
- Strong organizational skills with attention to detail.
- Ability to multitask and remain calm under pressure.
- Proficiency with computer systems and customer management software.
- Flexible schedule, including evenings, weekends, and holidays as business needs require.
Preferred Qualifications
- Bilingual (English/Spanish) is a plus.
- Experience in HVAC, Plumbing, Electrical, or Home Services industries.
- Familiarity with Service Titan, Dialpad, Roam, Microsoft Office, or similar platforms.
- Previous experience with appointment setting, inside sales, or customer retention programs.
Why Join Lee's?
- Competitive pay structure
- Career growth and advancement opportunities
- Comprehensive training and ongoing development
- Supportive team environment
- Employee discounts and benefits package
- Opportunity to make a direct impact on customer satisfaction and company success
If you're driven, customer-focused, and ready to build a rewarding career with a company that values your contributions, apply today and join the Lee's team.
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
People with a criminal record are encouraged to apply
Experience:
- Call center: 1 year (Preferred)
Ability to Commute:
- Las Vegas, NV 89118 (Preferred)
Work Location: In person
