Customer Service Representative (CSR)

Job Description

Description:

Why Join Loyal Plumbing?

At Loyal Plumbing, Heating & Cooling, we’re more than a service company, we’re a team committed to doing right by our customers and our community. Founded in 2012 with a vision to deliver quality service while mentoring the next generation, we’ve grown into a leader in residential and commercial service across Rapid City. If you value serving others, learning on the job, and growing with a company that cares about your future, Loyal might be the home for you.

What You’ll Do:

As a Customer Service Representative (CSR), you’re the friendly, professional first point of contact for our customers. Your day-to-day will include:

• Answering incoming calls, chats, and emails using our approved greeting, tone, and procedures, and doing so before the third ring.
• Documenting customer interactions, job notes, and scheduling details accurately.
• Placing outbound calls for estimates, follow-ups, membership offers, scheduling confirmations, and reminders.
• Supporting additional tasks as assigned by the Customer Service Manager/Lead, including follow-up campaigns, customer check-ins, and administrative duties.
• Participating in training, role-plays, and coaching sessions to continue growing your skills.
• Maintaining dependable attendance and professionalism; working independently and within a team environment.

Who You Are: Minimum Qualifications

• High School diploma or GED required (Associate degree is a plus).
• Strong communication and customer service skills. Comfortable speaking with customers, actively listening, and confidently solving problems.
• Basic computer literacy to be able to navigate email and CRM-style software.
• Reliable, punctual, and able to work continuously from a workstation (phone/headset/keyboard use).
• Professional phone etiquette, integrity, and a team-oriented mindset.

Benefits:

• Comprehensive Medical, Dental, and Vision Insurance
• PTO and sick time package
• 401(k) Plans
• Paid Holidays (Office Closed)
• Life Insurance

Compensation: $18–$20/hr DOE + Bonus based on performance measured in metrics on weekly and monthly scorecards. OTE up to $35/hr