Job Details

Russell's American Mechanical - HVAC, Plumbing & Electrical Services

Position Overview:

We are seeking a Customer Service Representative (CSR) to join our team at Russell's American Mechanical. In this role, you will serve as the first point of contact for all inbound calls that are routed to our office from the National Booking Center (NBC). Unlike traditional CSR roles, this position does not focus on lead booking-that responsibility is managed by the NBC. Instead, you will handle all other customer interactions, ensuring that clients receive prompt, professional, and courteous assistance.

Key Responsibilities:

• Call Handling: Answer inbound calls transferred from the NBC, providing friendly and professional customer support.
• Customer Support: Assist customers with inquiries regarding service history, billing, memberships, warranty questions, appointment confirmations, landlord/tenant agreements, and general company information.
• Problem Resolution: Investigate and resolve issues or concerns (excluding lead booking), escalating to the appropriate department when necessary.
• Communication Liaison: Coordinate with internal departments (dispatch, accounting, inventory, and operations) to provide accurate updates to customers.
• Documentation: Accurately record call notes, customer requests, and resolutions in Service Titan (or company CRM system).
• Policy Support: Explain company programs and policies such as memberships, refund policies, landlord/tenant agreements, and promotions as needed.
• Accidental Lead Transfers: If a customer requests service or a booking during your call, take care of the customer by booking the lead at the branch level in accordance with the NBC booking policy.
• Professional Standards: Uphold company values by delivering exceptional service on every call, ensuring customer satisfaction and trust in Russell's American Mechanical.

Qualifications:

• Previous customer service or call handling experience (HVAC, plumbing, or electrical industry preferred).
• Strong phone etiquette with excellent verbal communication skills.
• Ability to manage multiple systems simultaneously (Service Titan or equivalent software experience a plus).
• Detail-oriented with strong organizational skills for accurate documentation.
• Problem-solving mindset with the ability to de-escalate customer concerns.
• Team player with a positive, professional attitude.

Work Environment:

• Office-based position, handling calls directly routed from the NBC.
• Collaboration with operations, dispatch, and accounting teams.
• Fast-paced environment requiring strong adaptability and multitasking.

Performance Metrics:

• Call response time and professionalism.
• Accuracy of documentation in Service Titan/CRM.
• Customer satisfaction (measured by follow-up surveys or feedback).
• Successful resolution or proper escalation of non-booking issues.
• Compliance with NBC lead booking policies when required.

NearU is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, NearU may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.