Customer Service Representative (CSR) – Martel Heating, Cooling, Plumbing & Electrical
Location: Ashland, MA
Job Type: Full-Time
Pay: $22-$28 per hour
About Us
We are a local HVAC, plumbing, and electrical compnay expanding. Our mission is to provide top-quality service and an outstanding customer experience from the first phone call to job completion.
Position Summary
We are seeking a friendly, organized, and detail-oriented Customer Service Representative (CSR) to be the first point of contact for our customers. This role is responsible for answering incoming calls, scheduling service appointments, and ensuring a smooth experience for both customers and technicians.
Responsibilities
- Answer inbound calls from customers in a professional and friendly manner
- Schedule and dispatch HVAC, plumbing, and electrical service appointments
- Accurately enter customer information, service details, and notes into our system
- Coordinate schedules with technicians to maximize efficiency
- Handle customer inquiries, concerns, and service requests
- Follow up with customers to confirm appointments and satisfaction
- Manage cancellations, rescheduling, and emergency calls
- Maintain a positive, helpful attitude at all times
- Support team members and contribute to a positive work environment
Requirements
- Previous customer service or call center experience preferred
- Experience in HVAC, plumbing, electrical, or home services industry is a plus
- Strong phone communication skills and active listening ability
- Excellent organizational and multitasking skills
- Comfortable using scheduling software and basic computer systems
- Ability to work in a fast-paced environment
- Reliable, punctual, and detail-oriented
Preferred Skills
- Dispatching or scheduling experience
- Sales or upselling experience (ability to recommend services)
- Familiarity with CRM or service management software (ServiceTitan, Housecall Pro, etc.)
What We Offer
- Competitive hourly pay + performance bonuses
- Opportunities for growth and advancement
- Benefits—health insurance, PTO, 401K Match
Schedule
- Monday–Friday, office position
Apply today to join a team that values customer service excellence and teamwork!
Job Type: Full-time
Pay: $20.00 - $28.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
Education:
- High school or equivalent (Preferred)
Experience:
- Microsoft Office: 1 year (Preferred)
- Customer Service: 1 year (Required)
Work Location: In person
