Job Description

At Solace Plumbing, Heating & Air, our slogan is "Comfort When You Need It Most." For many customers, that comfort begins the moment

you

pick up the phone. When someone calls us, they are often anxious, frustrated, or stressed because something in their home isn't working. The Customer Service Representative (CSR) is the very first touchpoint in that experience -- and how you talk to them sets the tone for everything that follows. By answering with empathy, professionalism, and confidence, you are taking the very first step in solving their problem and restoring comfort to their home. The CSR is responsible for handling inbound calls, scheduling service appointments, and ensuring that every customer feels heard, supported, and reassured that help is on the way.

Key Responsibilities

Answer inbound calls promptly and professionally with a friendly, empathetic attitude. Schedule service, maintenance, and installation appointments using company software. Dispatch technicians when needed, ensuring accurate details are communicated. Verify customer information and update records in the CRM system. Handle customer questions, concerns, and complaints with patience and problem-solving skills. Follow company scripts and guidelines to offer promotions, financing options, and membership opportunities. Coordinate with technicians, managers, and other departments to ensure smooth operations. Document customer interactions, job notes, and follow-up needs. Represent the Solace brand positively on every call by demonstrating that we deliver comfort when you need it most.*

Qualifications

High school diploma or equivalent required; some college preferred. 1+ years of customer service experience (HVAC, plumbing, or call center experience preferred). Strong communication and active listening skills. Ability to multitask in a fast-paced environment. Computer proficiency (CRM systems, scheduling software, and Microsoft Office). Positive attitude, team-oriented, and solution-focused. Reliable and punctual with strong organizational skills.

Core Traits of a Successful CSR at Solace

Empathy

- You listen and respond with care, making the customer feel valued.

Urgency

- You understand the importance of their situation and act quickly to provide solutions.

Patience

- You remain calm and professional, even when customers are upset or stressed.

Problem-Solving

- You think ahead and find ways to make the customer's experience smoother.

Teamwork

- You work hand-in-hand with technicians, managers, and other CSRs to keep operations running seamlessly.

Consistency

- You deliver the same high standard of service on every single call.

Work Schedule & Compensation

Full-time position with rotating evenings and weekend availability. Participation in the

rotating on-call schedule

is a requirement for this position. Additional compensation is provided for on-call duty -- apply for more details. Competitive hourly pay plus performance-based incentives. Benefits package may include health insurance, retirement plan, paid time off, and employee discounts on services.

Why Work at Solace?

At Solace Plumbing, Heating & Air, we take pride in providing top-quality service and creating lasting relationships with our customers. As a CSR, you are the voice of Solace -- the first reassurance customers receive when they need us most. You'll play a vital role in shaping the customer experience while working in a supportive team environment with opportunities for growth.

Job Type: Full-time

Pay: $18.00 - $30.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance
Experience:

ServiceTitan: 1 year (Preferred)
Ability to Commute:

Cordova, TN 38018 (Required)
Work Location: In person