Customer Service Representative (CSR) – HVAC & Plumbing
On Time Experts | Formerly Hosack Plumbing, Heating & Cooling
Pay: $17.00–$20.00 per hour, based on experience
Schedule: Full-Time | Monday–Friday | 8:00 AM–5:00 PM
Location: 635 Trade Center Blvd, Chesterfield, MO 63005
Position Type: Full-Time | On-Site
Great With People? Confident on the Phone? Love Hitting Goals?
A New Name. The Same Local Roots. An Exciting Future!
Hosack Plumbing, Heating & Cooling is entering an exciting new chapter as On Time Experts, formerly Hosack Plumbing, Heating & Cooling!
We're growing, investing in our team, and looking for energetic, motivated, and sales-minded Customer Service Representatives (CSRs) to join us!
This isn't your typical customer service job.
We're looking for someone who can deliver an amazing customer experience while confidently turning conversations into booked appointments, generating business through outbound calls, following up on service opportunities, and promoting our maintenance membership program.
Our CSRs are a critical part of our success. You're the voice of our company, the first impression for our customers, and a key player in keeping our Service Technicians busy.
If you love talking to people, aren't afraid to ask for the appointment, and enjoy working toward goals, we want to meet you!
What You'll Do
Turn Calls Into Booked Appointments
Answer incoming customer calls with a friendly, professional, and confident attitude.
Convert incoming calls into scheduled HVAC, plumbing, drain, and other home service appointments.
Ask the right questions to understand customer needs and recommend appropriate services.
Confidently ask customers to book appointments rather than simply providing information.
Handle common customer objections and help customers make informed scheduling decisions.
Provide accurate appointment details and communicate scheduling expectations.
Deliver a positive, professional customer experience on every call.
Make Outbound Calls & Keep Our Technicians Busy
We don't just wait for the phone to ring. Our CSRs actively help generate business!
Make proactive outbound calls to existing and potential customers to book service appointments.
Help keep technician dispatch boards full by filling available appointment openings.
Follow up with customers on outstanding technician recommendations, unsold estimates, and previously declined services.
Reconnect with customers who have postponed repairs or recommended maintenance.
Contact customers regarding overdue maintenance, seasonal service opportunities, and available appointments.
Work closely with Dispatchers to identify scheduling gaps and help fill open appointments.
Maintain consistent follow-up activity to ensure valuable customer opportunities aren't missed.
Meet established outbound call and appointment booking goals.
Promote & Sell Maintenance Memberships
Confidently explain the features, benefits, and value of our maintenance membership programs.
Identify opportunities to convert service customers into maintenance members.
Recommend memberships during appropriate inbound and outbound customer interactions.
Follow up with customers who have expressed interest in membership options.
Work toward individual and team membership sales and conversion goals.
Build long-term customer relationships through great service and consistent follow-up.
Hit Goals & Be Part of a Winning Team
We believe in clear expectations, ongoing coaching, and celebrating results!
You'll be responsible for meeting performance goals, including:
Inbound call booking and conversion rates
Outbound call activity and appointment generation
Follow-up on outstanding service recommendations
Maintenance membership sales and conversions
Call quality and customer satisfaction
Accurate customer information and appointment scheduling
Team productivity and overall call center performance
You'll receive coaching, feedback, and training to help you improve your skills and succeed.
Support Our…