Customer Service Representative

Company Name: Aspinwall Plumbing & Heating

Position: Customer Service Representative

Pay Range: $20-25/hr depending on experience, plus commissions

Compensation Breakdown:

• Hourly Rate: $20-$25/hour depending on experience
• Commissions: membership sales

Location: Weymouth, MA

Schedule:

• Full-Time/Part-Time available

Benefits:

• Competitive hourly wage.
• Opportunities for advancement and wage increases based on performance.
• Commission for membership sales (preventative maintenance contracts)
• On-the-job training and support
• Earned sick leave
• PTO & Vacations
• Company swag

Requirements:

• Proven customer service experience
• Exceptional customer service skills including active listening and a professional phone voice and persona
• Ability to communicate clearly and effectively, both verbally and in writing
• Ability to work in fast paced environment
• Ability to multi-task, prioritize, and manage time effectively
• Ability to build rapport and establish positive relationships with customers, and employees
• Manage a high volume of inquiries and maintain composure in stressful situations
• Ability to accurately record, process customer information, and pay attention to details
• Familiarity with CRM systems and practices
• Expertise in conflict resolution

Preferred Skills:

• 10+ years in customer service or customer facing roles
• CRM Service Titan knowledge is a plus
• Microsoft Office 365 (Word, Excel, PowerPoint, Outlook)

Physical Requirements:

• This position is on the second floor, accessible by the stairs
• Occasional lifting of objects weighing 10 pounds or less

Position Summary:

Aspinwall Plumbing & Heating is seeking a Customer Service Representative offering $20-25/hr plus commissions to serve as the first point of contact for customers. This role includes answering calls, scheduling appointments, dispatching technicians, and maintaining accurate records to ensure exceptional service.

The ideal candidate is friendly, organized, and dependable, with the ability to multi-task, communicate clearly, and build strong relationships with both customers and team members. They thrive in a fast-paced, collaborative environment and are committed to delivering reliable, high-quality service with professionalism and care.

Core Responsibilities:

• Answer incoming customer phone calls in a courteous and timely manner
• Listen to customer concerns and needs, and gather essential information for service calls
• Schedule service appointments and dispatch technicians using our scheduling software
• Communicate clearly with customers regarding appointment times, technician availability, and service expectations
• Maintain accurate records of customer interactions and service history
• Handle basic customer complaints or route them appropriately to management
• Excellent written and verbal communication skills
• Build strong customer rapport to create a culture and expectation of trust and reliability
• Follow up with customers when needed to ensure their needs are being met
• Follow communication procedures, guidelines, and policies
• Work effectively with other departments to ensure customer satisfaction
• Identify opportunities to recommend additional products or services

Job Types: Full-time, Part-time

Pay: $ $25.00 per hour

Benefits:

• Paid time off

Work Location: In person