CUSTOMER SERVICE REPRESENTATIVE
a.k.a. The Voice of Leslie
"You had me at hello."
— Jerry Maguire (1996)
That's the whole job, honestly. A stranger calls us mid-crisis — no heat, no water, a sparking outlet — and the very first thing they experience of Leslie isn't a truck or a toolbox. It's you. Your voice. Your energy. Whether they book with us or hang up and call the next name on Google depends on what happens in the first ten seconds. No pressure. (Okay, a little pressure. But the fun kind.)
We are a family owned and operated business, serving the Chicagoland area since 1992. Our vision is to build the company people stake their future on. We've grown into one of the larger home services companies in Chicagoland, and we have an active plan to multiply that size several times over in the years ahead — and every one of those calls has to be answered by someone who makes the caller feel like they just reached their favorite person, not a call center.
What You Get From Day One
- $20–$26/hour base pay, plus a bonus for every call you book — our best CSRs take home $50,000–$65,000+ a year
- Paid training — we'll teach you the trade knowledge, you bring the personality
- A real growth path — into lead CSR, dispatch, sales, or Call Center Manager as we scale
- Health Insurance — Blue Cross Blue Shield (entire family, 100% company paid)
- Dental Insurance (100% company paid)
- Vision Insurance (100% company paid)
- Life Insurance (100% company paid)
- 401k with company match
- Healthy PTO provided
- Weekly paychecks
The Job: More of a Mission
Our purpose is simple: We Comfort Families. But here's the part people miss — comfort doesn't start with the truck showing up. It starts the moment someone picks up the phone, scared their basement is flooding or their AC died on the hottest day of the year, and hears a voice that says, calmly and warmly, "I've got you." Every plumber, electrician, and technician we send out is only as good as the person who booked that call and set the tone before they ever knocked on the door. That's you.
This is not a script-reading, box-checking phone job. We need someone with a magnetic, persuasive personality — someone who can build instant trust with a total stranger, ask the right questions, and turn "I guess I'll call someone" into "book me for today." You don't need HVAC or plumbing experience. You need charisma, empathy, and the drive to be genuinely great at making people feel taken care of — fast.
The BIG Task
Answer every inbound call like it's the most important call of your day (because to that family, it is), and convert it into a booked appointment — while making the caller feel like they just got lucky enough to reach you. When people aren't calling in, then we are outbound calling up to forty dials per hour! Our primary goal is to fill our call board so our technicians have customer's to service everyday.
Key Sub Tasks
- Answer inbound calls with energy, warmth, and confidence — you set the tone for the entire customer experience.
- Ask the right questions to understand the problem and its urgency, then guide the caller to book the appointment that fits.
- Turn hesitant callers ("I'm just getting quotes") into booked, confident customers — persuasion is the job, not a bonus skill.
- Handle upset or frustrated customers with empathy, and turn a bad moment into a reason they trust us more, not less.
- Keep accurate, organized records in our scheduling system for every call.
- Hit call-to-booking conversion targets — your voice has a direct, measurable impact on company growth.
- Be the first impression of the Leslie brand, every single call, all day long.
Must-Haves
- A naturally persuasive, upbeat personality — you can make a total stranger like and trust you inside of a minute.
- Thick skin and a short memory — you can take a rough call and be genuinely warm on the very next one.
- Comfort with basic computer/CRM use (we'll train you on our specific systems).
- Reliability — this role depends on you showing up, on time, ready to be "on."
- The ability to pass a background check.
Nice-to-Haves
- Prior call center, sales, or customer service experience.
- Experience with field service or CRM software (e.g., ServiceTitan or similar).
- Bilingual (Spanish/English) — a real plus in our market.
- Home services industry familiarity — not required, we'll teach you the trade side.
WHY LESLIE?
We're not just answering phones — we're the reason people trust Leslie before a truck ever pulls in the driveway, backed by 35 years of earned trust.
Recognition:
- Ferguson Pro Partner-Premier Award (2023-2026)
- Lennox Centurion Award Winner (2020–2023)
- Goodman President's Club
- Daikin Comfort Pro Award
Customer Trust:
- 4.8 Google Rating — 3,400+ reviews
- 4.8 PulseM Rating — 13,000+ reviews
"Completely thorough… had us back up and running in no time."
"Professional, courteous, and knowledgeable."
If you've ever made a stranger laugh while they were on hold, talked your way into a better seat at a restaurant, or convinced your friends to do the thing you wanted to do all along — you already have the job's most important skill. Come put it to work for us. Apply today, and let's grab a coffee and see if you're as good on the phone as we think you are.
Leslie Heating, Cooling, Plumbing, & Electric is an Equal Opportunity Employer.
Pay: $20.00 - $26.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
Work Location: In person
