Customer Service Representative

Customer Service Representative (CSR) Location: Buffalo, NY Company: T-Mark Plumbing, Heating, Cooling & Electric Pay: $21-$23 per hour Be the Friendly Voice Our Customers Count On! At T-Mark, we know great customer experiences start with great people. We're looking for a Customer Service Representative who enjoys helping others, thrives in a fast-paced environment, and knows how to turn every customer interaction into a positive experience. If you're someone who loves talking to people, solving problems, staying organized, and being part of a winning team, we'd love to meet you. What You'll Do - Answer incoming customer calls and assist with scheduling service appointments - Provide outstanding customer service on every interaction - Help customers with questions, concerns, and appointment requests - Accurately enter customer information and service details into company software - Communicate effectively with dispatchers, technicians, and customers - Resolve customer concerns professionally and efficiently - Manage multiple tasks while maintaining accuracy and attention to detail - Support the team in delivering a five-star customer experience - Assist with outbound calling campaigns as needed - Help maintain appointment schedules and maximize booking opportunities What We're Looking For - 1+ years of customer service experience - Experience working for a residential HVAC, plumbing, electrical, or home services company is required - Strong understanding of how residential service businesses operate - Experience scheduling service calls and supporting technicians - Service Titan experience strongly preferred - Strong verbal and written communication skills - Ability to handle high-volume customer interactions - Strong problem-solving and conflict resolution skills - Excellent attention to detail and accuracy - Ability to multitask and stay organized in a fast-paced environment - Customer-focused mindset with a positive, professional attitude - Dependable, team-oriented, and eager to learn Bonus Points For - Previous CSR, dispatcher, or call center experience in the home services industry - Experience with memberships and maintenance agreements - Experience with outbound calling and rehash campaigns - Experience booking appointments and converting inbound opportunities - Familiarity with HVAC, plumbing, electrical, or drain service terminology What We Offer - $21-$23 per hour - Medical, dental, and vision insurance - Paid time off and paid holidays - 401(k) with company match - Career growth opportunities - Ongoing training and development - Supportive team environment - Stable, year-round company Join the T-Mark Team This is not an entry-level CSR role. We're looking for someone who understands the home services industry, can confidently support customers and technicians, and thrives in a fast-paced environment. If you're the type of person who enjoys helping customers, solving problems, and keeping things running smoothly behind the scenes, apply today and join the T-Mark team!