Position Summary

The Customer Service Representative (CSR) is a primary point of contact for customers seeking residential heating, cooling, plumbing, electrical, and related home services. The CSR handles customer communications, identifies service needs, accurately schedules appointments, maintains customer records, and coordinates with internal teams to support timely service delivery. The position contributes to customer satisfaction, retention, and business growth through responsive service and appropriate service recommendations.

What’s in it for you?

• Schedule: In office Monday-Friday (in office, 9:30-6:00 pm)
• Pay: $20-$24/hr. PLUS bonus opportunities!
• Healthcare for you and your family!
• Dental Insurance!
• 100% Paid Vision!
• Company Paid Life Insurance.
• Wellness Reimbursement.
• Employee Assistance Program (EAP).
• Flexible Spending Account (FSA).
• Short-term and Long-term Disability.
• Fidelity -401K with 4% company match.
• Employee Referral Bonus.
• Paid Time off (PTO) and sick time.
• We are off all major holidays!
• A supportive and close-knit team that feels like family!

Essential Functions and Responsibilities

The following are essential functions of this position. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform these functions.

• Respond professionally and promptly to inbound and outbound customer inquiries through telephone and other approved communication channels.
• Assess service needs; schedule, confirm, reschedule, and cancel service appointments using approved procedures. 
•  Enter and maintain complete and accurate customer information, appointment details, and interaction notes in company systems.
• Coordinate with dispatch, field technicians, and other teams to communicate service information and support successful appointments.
• Explain approved service offerings, scheduling expectations, policies, pricing information, and maintenance agreements accurately.
• Identify and communicate relevant service or maintenance-plan options consistent with company guidelines; avoid making unsupported commitments.
•  Address customer questions and concerns, document resolutions, and promptly escalate issues outside assigned authority.
• Maintain confidentiality and safeguard customer and company information in accordance with company policies.
• Follow call-handling, quality, attendance, and timekeeping procedures; participate in required training and meetings.
• Perform other reasonably related duties as assigned.

  Required Knowledge, Skills, and Abilities

• Clear, respectful customer communication and effective problem-solving skills.
• Ability to manage simultaneous tasks while maintaining accuracy and attention to detail.
• Basic computer, keyboarding, and data-entry proficiency; ability to learn phone and scheduling software.
• Ability to collaborate across teams, follow procedures, and appropriately escalate concerns.
• Ability to remain professional and organized during high call volumes or challenging interactions.

Education and Experience

Required: High school diploma or equivalent, or an equivalent combination of relevant education and experience; basic proficiency with computer-based systems and customer communication.

Preferred: One or more years of customer service, call center, appointment scheduling, or related experience; residential home-services exposure; familiarity with ServiceTitan or comparable software.

Cranney Home Services is an equal employment opportunity and affirmative action employer.