Customer Service Representative (CSR)

Company Overview

Magnolia Plumbing, LLC, a reliable provider of plumbing, HVAC, wastewater management, and underground utility services in the Washington, DC metropolitan region for over 75 years, is expanding its team within the Underground Utilities Division.

Role Summary

We are looking for a dedicated and customer-oriented Customer Service Representative to enhance our service experience. This role involves assisting customers with scheduling, answering their queries, coordinating with technicians, and supporting everyday operational activities.

Key Responsibilities

• Receive and respond to incoming customer calls and service inquiries.
• Arrange and manage appointments for plumbing and HVAC services.
• Share appointment details and service updates with clients.
• Coordinate dispatch and scheduling with field technicians for effective service delivery.
• Keep detailed and accurate records of customer information and service transactions using internal systems.
• Resolve customer questions regarding appointments and services efficiently and professionally.
• Address customer complaints and work towards prompt and effective solutions.
• Conduct follow-ups with customers post-service to assess satisfaction.
• Communicate clearly with Service Managers, Technicians, and other internal teams to facilitate smooth operations.
• Assist with routine administrative and office duties as necessary to support the team.

Candidate Requirements

• Previous experience in customer service, call centers, scheduling, dispatch, or administrative roles is preferred.
• Background in HVAC, plumbing, construction, or home services industries is advantageous.
• Exceptional verbal and written communication skills, including professional phone etiquette.
• Excellent customer service aptitude with professionalism in managing customer concerns.
• Ability to multitask and prioritize several appointments and responsibilities in a high-volume environment.
• Strong organizational skills and keen attention to detail.
• Comfort with learning new software tools, including scheduling systems and customer relationship management (CRM) platforms.
• Capability to maintain thorough and precise documentation and records.
• Good judgment and problem-solving skills to support both customers and technicians effectively.
• Self-motivated with the capability to work independently while integrating into a team setting.
• Positive demeanor, punctuality, and eagerness to contribute to organizational growth.

Benefits and Work Culture

• Health insurance coverage beginning the first day of the month following hire, supplemented by company-paid life insurance and long-term disability insurance.
• Employer contributions into 401(k) retirement plans and Health Savings Accounts (HSAs).
• Access to an Employee Assistance Program (EAP) with mental health services paid for by the company.
• Basic Life Insurance policy fully funded by the employer.
• Paid time off available immediately from the first day of employment.
• A supportive work environment that encourages ownership and autonomy in your role.
• Opportunities for continued education and vocational training including trade school support and professional development programs.

Additional Employment Requirements

Employment is contingent upon successful completion of a background check and drug screening following the job offer.