CSR (HVAC/Plumbing Company)

Job Description

Job Description

Benefits:

• Simple IRA matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Donation matching
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Stop looking for a job and find your career! Join Lavallee Systems and be part of our growing team. We offer wage and benefit earnings potential topping $85,000. More importantly, we are a workplace where you can thrive and advance for many years. We value innovation, craftsmanship, integrity, and teamwork. We are looking for a Customer Service Representative who can support the day-to-day operations of our residential service, construction, and installation teams. The ideal candidate is detail-oriented, communicates clearly and professionally by phone and email, and provides reliable administrative support to ensure a smooth customer experience from start to finish.

Wage and Benefits Package

• Hourly Rate: $23-$32
• Paid Sick and Vacation Time: Up to 4 Weeks Based on Length of Service
• Paid Holidays: 7
• Yearly Bonus
• Health and Dental Insurance: 50% Company Paid
• Term Life Insurance: 100% Company Paid
• Company Matched Retirement Plan: 3% of Earnings
• Short Term Disability, Long Term Disability, Accident, and Vision Insurance Offered
• Paid Training and Development

Responsibilities:

• Answer incoming calls promptly and professionally, using the call script to ensure a consistent, high-quality customer experience
• Maintain open and clear communication with dispatch and management to support smooth scheduling and job flow
• Accurately enter and update customer information in the database, ensuring records are complete, current, and organized
• Schedule service, maintenance, and estimate appointments, coordinating effectively with field technicians and customers.
• Conduct follow-up calls after service visits to ensure customer satisfaction and resolve any concerns
• Make outbound calls for scheduling reminders, service follow-ups, and unscheduled open estimates
• Support the DSR (Dispatch Service Representative) as needed by answering calls and booking remodeling or install appointments.
• Participate in ongoing training to grow your knowledge of HVAC/plumbing systems, services, and customer service best practices.
• Address customer complaints professionally and escalate issues when appropriate
• Contribute to team goals by collaborating across departments and maintaining a positive, solutions-oriented attitude.

Knowledge / Abilities

• Ability to work under pressure and make independent, time-sensitive decisions
• Knowledge of HVAC/plumbing systems or residential remodeling processes
• Basic understanding of construction terminology and project flow
• Proficient in Microsoft Office Suite (Excel, Word, Outlook), Google Workspace, and Dropbox
• Ability to sit for extended periods and maintain focus on computer-based tasks

Skills / Qualifications

• Minimum of a high school diploma; college degree is a plus
• Experience with dispatching software (ServiceTitan strongly preferred)
• Prior experience in a mechanical trades or construction environment is a plus
• Excellent written and verbal communication skills
• Strong customer service skills and professional phone etiquette
• Reliable, dependable, and punctual with a strong work ethic

About Us
Lavallee Systems is an award-winning plumbing, and heating, A/C company based in Eastern Massachusetts. We have been in business for over 30 years and have a reputation for excellent service, impeccable attention to the craft, and a commitment to guiding clients to make informed decisions about their options for system repair and replacement.

Ready to take the next step in your career? Apply today.

Flexible work from home options available.