Job description

Customer Service Representative (CSR) – Tom Drexler Plumbing, Heating, Air & Electric Location: Louisville, KY 40218 - This is an ON-SITE POSITION Work Type: Full-Time Schedule: There are three schedules we are looking to fill: Monday - Friday 9 AM - 6 PM with a Saturday Rotation Monday - Friday 8 AM - 5 PM with a Saturday Rotation Tuesday - Saturday 8 AM - 5 PM ( Sunday & Monday as Days Off weekly) Compensation: $16–$19 per hour Reports To: Customer Service Manager About Tom Drexler Plumbing, Heating, Air & Electric For more than 30 years, Tom Drexler Plumbing, Heating, Air & Electric has been Louisville’s trusted name in residential services. We’ve built our reputation on exceptional customer care, honest business practices, and a commitment to developing long-term careers for our employees. We are a performance-driven company where your contributions directly impact our success. Why Join Our Team? • Weekly pay • Full Medical, Dental, and Vision Insurance • 401(k) with company match • Paid Time Off (PTO) and Paid Holidays • Company-paid Life Insurance, Short- and Long-Term Disability • Employee Assistance Program (EAP) • Opportunities for advancement—promotion from within encouraged • Supportive, team-oriented company culture What You’ll Do • Handle a high volume of inbound calls with professionalism, accuracy, and confidence • Convert inbound inquiries into scheduled, revenue-generating service appointments • Make outbound calls to schedule, confirm, and follow up on customer appointments • Resolve customer concerns calmly and professionally in real time • Enter and maintain data accurately within CRM systems (attention to detail is critical) • Partner with field technicians and internal teams to eliminate scheduling errors • Follow up with customers after service to ensure satisfaction and identify additional needs • Participate in ongoing training and stay updated on service offerings, promotions, and procedures What We’re Looking For Required: • Previous call center or customer service experience • Strong communication and active listening skills • Customer-first mindset with the ability to de-escalate and resolve concerns • Proficiency with Microsoft Office and customer management systems • Ability to multitask and thrive under fast-paced, high-pressure conditions • Dependable, punctual, and detail-oriented • Ability to pass a criminal background check and drug screening Preferred: • Experience in residential services or dispatch/call center environment Tom Drexler Plumbing, Air & Electric is looking for a top-quality, enthusiastic individual with excellent communication and customer service skills to join our Team in Louisville, KY. This is a Full Time, Hourly position, working on-site in our Louisville KY Branch location Must have solid Admin / Computer skills, a great Customer Service focus, Sales experience helpful. Thorough knowledge of spreadsheet and word-processing software - MS Office / MS 365 - EXCEL, Teams, Outlook, Word etc Comfortable sitting for extended periods, standing, and operating a computer Pre-Employment Requirements All employment offers are contingent upon successful completion of a criminal background check and drug screening, conducted in compliance with applicable laws and regulations. Disclaimer The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this role. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job. EOE Tom Drexler Plumbing, Heating, Air & Electric is proud to be an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive workplace for all employees.

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