Customer Service Representative

Haven Services with The Waterworks

At Haven Services, we are committed to delivering exceptional Plumbing, HVAC, Electrical, and Drain services to homeowners across the Midwest. As one of the region’s fastest-growing home service companies, we are looking for experienced, customer-focused professionals who thrive in a fast-paced environment and want to grow with a company that values teamwork, accountability, and career development.

We are currently seeking a highly motivated Customer Service Representative with 5+ years of customer service experience to join our office team. This is an in-office position within a small call center environment where professionalism, urgency, communication, and problem-solving are essential to success.

The ideal candidate is organized, dependable, customer-focused, and confident handling high-volume inbound & outbound calls while delivering an outstanding customer experience. Experience within the home service industry or trade-related environments is strongly PREFERRED.

What You’ll Do Each Day

• Serve as the first point of contact and create a positive, professional first impression for customers calling for Plumbing, HVAC, Electrical, or Drain service needs
• Handle high-volume inbound customer calls while maintaining professionalism and empathy
• Actively listen to customer concerns and identify the best solution based on urgency and service needs
• Schedule and coordinate service appointments efficiently while maximizing technician availability and routing
• Accurately enter customer information, service details, and technician notes into the CRM system
• Communicate clearly with customers regarding appointment windows, technician arrival times, and service expectations
• Support dispatch operations by ensuring all job details are properly documented for field technicians
• Resolve customer concerns and de-escalate challenging situations professionally and efficiently
• Follow up with customers regarding appointments, reschedules, confirmations, and service-related questions
• Maintain a strong understanding of company services, promotions, memberships, and scheduling procedures
• Work collaboratively with dispatchers, managers, and field staff to ensure a seamless customer experience
• Meet performance expectations related to call quality, accuracy, attendance, and customer satisfaction