Job Description: Customer Service Representative (CSR)
About Us
Edmond Air Conditioning, Heating, and Plumbing operates locally and grows stronger every day. Our mission is to provide dedicated HVAC and Plumbing services that enrich the community we serve, building lasting relationships along the way. Our core values guide everything we do and shape who we hire: we are inspirational, accountable, disciplined, transparent, adaptable, and results-driven.
Overview
We are looking for a highly motivated, customer-focused person to join our team as a Customer Service Representative (CSR). In this role, you are the first friendly voice our customers hear. Your primary focus is the intake process: answering incoming calls, gathering complete and accurate customer information, entering it into our system, pinpointing exactly what the customer needs, and then handing off to our dispatch team for scheduling.
You will play a crucial role in keeping our operation running smoothly and making sure every customer feels heard and cared for. This is a full-time position with real opportunities for growth and advancement within our company.
What You'll Do Every Day
- Answer Incoming Calls: Greet every caller warmly and professionally, setting the tone for an excellent customer experience from the very first "hello."
- Capture Customer Information: Collect complete and accurate details from each caller, including contact information, service address, and the reason for their call.
- Enter Data Into Our System: Log all customer information into ServiceFusion (or equivalent software) accurately and completely, so nothing slips through the cracks.
- Identify the Service Need: Listen closely, ask the right questions, and clearly determine what type of service the customer requires before moving forward.
- Transfer to Dispatch: Once the need is identified and the information is entered, hand off the request to our dispatch team so they can schedule the service quickly and correctly.
- Process Paperwork and Data Entry: Keep customer records detailed, up to date, and organized at all times.
- Provide Excellent Customer Service: Treat every caller with patience, empathy, and genuine care, whether they have a question, a concern, or an emergency.
- Support the Office Team: Pitch in with day-to-day office operations and collaborate with teammates, technicians, and management to keep everyone informed.
What We're Looking For
- Strong Phone Presence: You are comfortable, clear, and warm on the phone, making every customer feel valued from the start.
- Accurate Data Entry: You pay close attention to detail and enter customer information completely and correctly the first time.
- Proficiency With CSR Platforms: Experience with ServiceFusion or similar customer service software is a big plus.
- Active Listening and Need Identification: You ask the right questions and quickly understand what each customer needs so the request reaches dispatch ready to schedule.
- Client Qualification: You take the time to thoroughly qualify each customer — confirming their situation, understanding the full scope of their need, and ensuring every detail is clear before the request ever reaches dispatch. A well-qualified call means faster service and a better experience for everyone.
- Smooth Handoffs: You know how to package information and transfer requests to dispatch clearly and efficiently.
- Organization: You juggle multiple calls, records, and tasks without missing a beat.
- Problem-Solving: You think on your feet and make quick, smart decisions to keep customers happy and service moving.
- Customer-Centric Attitude: Patience, empathy, and a customer-first mindset come naturally to you.
- Technical Understanding: Basic knowledge of HVAC and plumbing terms is helpful but not required. We will teach you what you need to know.
- Team Collaboration: You work well with others, sharing information and lending a hand where it's needed.
- Flexibility: You adapt easily to changing schedules, priorities, and responsibilities.
Job Type: Full-time
Pay: $16.00 – $18.00 per hour
Expected Hours: 40 per week
Benefits:
- 401(k)
- Health insurance
- Paid time off
- Retirement plan
- Schedule:
- 8-hour shift
- Monday to Friday
- No weekends
- Holidays
- Overtime
Experience:
- Customer Service: 5 years (Preferred)
Ability to Commute:
- Edmond, OK 73013 (Required)
Work Location: In person
If you take pride in caring for people, staying organized, and getting the details right, we would love to hear from you. Join a team that treats customers like family and helps you grow.
Job Type: Full-time
Pay: $16.00 - $18.00 per hour
Benefits:
- 401(k)
- Health insurance
- Paid time off
Experience:
- Customer service: 5 years (Preferred)
Work Location: In person
