Customer Service Representative

Apollo Plumbing Heating & Air Conditioning provides residential and commercial plumbing, heating, cooling, smart home comfort, and maintenance services. The Customer Service Representative will manage customer communications, provide service information, schedule appointments, document interactions, coordinate with technicians, resolve concerns, and support a consistent customer experience remotely.

Responsibilities:

• The Customer Service Representative will handle inbound and outbound customer communications via phone, email, and online channels, providing timely, accurate information about services, appointments, and follow-up care
• Day-to-day responsibilities include answering questions about plumbing, heating, cooling, and maintenance services, scheduling and confirming service visits, documenting interactions in company systems, and coordinating with field technicians and internal teams
• The role involves resolving customer concerns, updating service records, and ensuring a positive, consistent customer experience aligned with Apollo’s mission and values
• The individual will be expected to adhere to performance metrics, maintain professionalism in all interactions, and contribute feedback to improve processes and customer satisfaction

Requirements:

• Strong customer-focused skills, including Customer Service, Customer Support, and Customer Experience
• Ability to promote and maintain Customer Satisfaction in a fast-paced service environment
• Excellent verbal and written communication skills, with active listening and clear problem-solving abilities
• Comfort with remote work tools, CRM or ticketing systems, and basic computer proficiency
• Ability to manage multiple calls, priorities, and follow-up tasks with attention to detail
• Reliable, self-motivated, and able to work independently while collaborating with remote teams
• High school diploma or equivalent required
• Previous experience as Customer Service Representatives or similar roles in home services, utilities, or related industries preferred