Customer Service Representative (CSR)

About Us

Mighty Plumbing, Heating, Air & Electric is the go to resource for residential plumbing, heating, A/C, and electrical services in the Denver Metro and surrounding areas. With over 20+ years of industry experience, our team provides an unparalleled customer experience through exceptional customer service, affordability and results. As a company, we are looking for an individual that is driven, customer first, team oriented, and has a desire to learn and grow with the company.

Call Center Representative (CSR) Job Summary

We currently have an open position for a CSR. This position will provide high-level customer service support to our customers and multiple departments within the company.

The CSR serves as the first point of contact for customers and plays a critical role in delivering an exceptional customer experience. The CSR is responsible for handling inbound and outbound calls, booking service appointments, resolving customer concerns, and supporting daily operations for the plumbing, heating, air conditioning, and/or electrical departments. This position requires strong communication skills, attention to detail, professionalism, and the ability to thrive in a fast-paced environment.

Job Duties and Responsibilities

Customer Communication

• Convert incoming customer calls into booked service appointments.
• Respond to customer inquiries regarding services, pricing, scheduling, and promotions.
• Make outbound calls for appointment confirmations, follow-ups, maintenance reminders, and membership opportunities
• Deliver call scripts with an authentic cadence; be clear, compelling and personable.
• Respond to customer requests, resolving issues and promoting the brand.
• Be professional and establish customer rapport, encouraging repeat business.
• Participate in training to boost booked calls and practice outbound calling.
• Adhere to the company’s plan for resolving customer complaints quickly and favorably.
• Maintain and update customer database with complete and accurate information
• Support office operations and assist management with administrative tasks

Sales and Revenue Support

• Promote maintenance memberships, service agreements, and current promotions
• Identify opportunities to convert inbound calls into booked appointments
• Assist in achieving departmental booking and revenue goals
• Support customer retention initiatives through proactive communication

Team Collaboration

• Work closely with dispatchers, technicians, managers, and leadership teams
• Maintain positive communication across departments
• Participate in training, meetings, and coaching sessions to improve performance

Qualifications

• Previous customer service or call center experience
• Experience in residential home services industry is a plus
• The ability to communicate clearly (verbally and written)
• Proficient with Microsoft Office, with an emphasis on Excel
• Knowledge of Service Titan a Plus
• IT competent; good typist and proficient with phone systems
• Good phone presence
• Attention to detail
• Positive attitude and team-oriented mindset
• Ability to build trust and demonstrate empathy
• Ability to multitask and manage high call volumes
• Strong problem-solving and organizational skills

Benefits

• Competitve benefits package - Health, Dental & Vision
• 401(k)
• Bonus/spiff plan
• Paid time off

To learn more about our Mighty Plumbing, Heating, Air & Electric, visit: https://www.mightyph.com/about-us/

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience:

• Service Titan: 1 year (Preferred)
• Customer service: 3 years (Required)

Ability to Commute:

• Denver, CO 80239 (Required)

Work Location: In person