Customer Service Representative

Job Title: Customer Service Representative

Location: Lincoln, NE
Position Type: Full-Time, Minimum 40 hours per week

FLSA Status: Non-Exempt

Compensation: $23 - $25 per hour

Incentive Opportunity: Performance incentive opportunity based on lead generation and department results.

About Action:

Action Plumbing, Heating, Air Conditioning & Electrical is a 100% locally owned, family-led company based in Lincoln, Nebraska. We provide plumbing, HVAC, electrical, construction, and service work throughout the region.

While many companies in our industry have been bought by private equity or out-of-town ownership groups, Action remains locally owned and locally operated. Our decisions are made here, by people who live here, work here, and care about the long-term future of our employees, customers, and community.

We are growing, but we are still rooted in the same standards that built the company: follow through, keep our commitments, do the right thing, serve others well, communicate honestly, take ownership, and keep improving.

Our Core Values

INTEGRITY: We follow through, keep our commitments, and do the right thing.

EXCELLENCE: We take pride in our work and look for ways to get better every day.

LEADERSHIP: We serve our customers, support our teammates, and bring a positive attitude.

TRUST: We communicate honestly, act reliably, and earn confidence through our actions.

ACCOUNTABILITY: We take ownership, solve problems, and stand behind the work we do.

Benefits: What’s in it for you?

• Health insurance - Action pays up to 82% of the employee health insurance premium depending on plan selection. Multiple plan options and deductible amounts offered.


• Dental and Vision insurance


• Life and Accidental Death/Dismemberment insurance with guaranteed issue amount of $150,000 for new employees


• Short- and Long-Term Disability insurance


• Section 125 cafeteria Flexible Spending Account or Dependent Care Spending Account Plan for eligible medical, dental, vision, and dependent care expenses


• Critical illness insurance and Long-Term Care with Term Life Insurance


• Accident insurance


• Paid time off, paid holidays, and bereavement leave


• 401(k) retirement plan after one full year of employment with Action match from 1% to 4% of employee contributions


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Position Summary:

The Customer Service Representative is responsible for making a high volume of outbound calls to existing customers, past customers, maintenance agreement customers, and potential customers to generate service leads for Action's plumbing, HVAC, and electrical service departments. This role is a key part of our service growth strategy. The right person will be comfortable making hundreds of calls per week, having professional conversations with customers, identifying service opportunities, scheduling appointments, and helping our service departments stay busy with quality work.

Key Responsibilities:

• Make a high volume of outbound calls each week to customers and potential customers.


• Generate service leads for plumbing, HVAC, electrical, maintenance, and replacement opportunities.


• Contact past customers, existing customers, maintenance agreement customers, and prospects with professionalism and persistence.


• Schedule service appointments and coordinate with dispatch and service department leadership.


• Maintain accurate call notes, customer records, lead information, and follow-up tasks.


• Communicate clearly with customers about service needs, scheduling options, and next steps.


• Support marketing campaigns, seasonal service reminders, maintenance agreement outreach, and customer retention efforts.


• Follow up on unsold estimates, missed opportunities, aging customer lists, and other assigned lead-generation campaigns.


• Represent Action with a positive attitude, clear communication, and a customer-first approach.

Ideal Candidate:

The ideal candidate is outgoing, organized, persistent, and comfortable talking to people all day. This person should be able to handle rejection professionally, stay positive, follow a process, and take pride in helping customers connect with the right service team.

Required Qualifications:

• Highschool Diploma or equivalent.


• Customer service, call center, sales support, scheduling, or phone-based experience preferred.


• Comfortable making a high volume of outbound calls every week.


• Strong phone presence and professional communication skills.


• Ability to stay organized, follow-up consistently, and track customer conversations accurately.


• Positive attitude, persistence, and ability to work in a fast-paced office environment.


• Basic computer skills and ability to learn service management software.

Preferred Qualifications:

• Experience in home services, HVAC, plumbing, electrical, construction, or trades-related customer service.


• Experience with ServiceTitan, Service Factor, CRM systems, dispatch software, or similar platforms.


• Experience with outbound calling, appointment setting, customer retention, or lead generation.


• Bilingual communication skills are a plus.

Work Conditions & Physical Requirements:

• Work is performed primarily in an office environment.


• Frequent interaction with customers via telephone, email, text messaging, and other communication platforms.


• Fast-paced environment requiring the ability to manage multiple tasks, customer inquiries, and changing priorities.


• Regular use of computers, telephones, office equipment, and other technology.


• Ability to sit for extended periods of time while working at a computer workstation.


• Ability to use a computer, keyboard, mouse, and telephone for prolonged periods of time.


• Ability to communicate clearly and professionally, both verbally and in writing.


• Ability to occasionally lift and move office materials weighing up to 15 pounds.


• Ability to perform repetitive hand and wrist movements associated with typing and data entry.

Why Join Action:

This is an opportunity to join a strong, established, locally owned company that is still growing. At Action, you are not joining a company run from a spreadsheet in another city. You are joining a local team where leadership is accessible, decisions are made here, and your work directly impacts customers, coworkers, and the community.

We are looking for people who want more than just a job. We want team members who take ownership, communicate honestly, serve others well, and want to build a long-term career with a company committed to doing things the right way.