Customer Service Representative

Be the Voice of Exceptional Service - Join Aspinwall Plumbing & Heating as a CSR!

Position Title: Customer Service Representative (CSR) Company Name: Aspinwall Plumbing & Heating Pay Range: $18-$25+ per hour + Potential Performance Bonuses Employment Type: Part-Time Industry: Residential HVAC / Plumbing Location: Weymouth, MA

Aspinwall Plumbing & Heating is seeking two friendly, organized, and dependable Customer Service Representatives to join our front-line team. As the first point of contact for our valued customers, you'll play a key role in scheduling service appointments, providing clear and professional communication, and ensuring a smooth customer experience from first call to final follow-up.

This is more than just answering phones - you'll be part of a collaborative office team that supports our technicians, builds customer trust, and contributes directly to our reputation for excellence across the South Shore.

Since 1972, Aspinwall Plumbing & Heating has proudly served our community with integrity, precision, and a family-first approach. As a true family-owned and operated company, we value relationships - with our customers and our employees - above all else.

We believe in rewarding performance, offering career growth opportunities, and creating a work environment where you're respected, appreciated, and supported.

Key Responsibilities

• Answer incoming calls promptly and courteously, providing a professional first impression.
• Listen actively to customer concerns and gather all necessary details for service calls.
• Schedule and dispatch technicians using our scheduling software.
• Clearly communicate appointment times, technician updates, and service expectations.
• Maintain accurate records of customer interactions, service history, and follow-up actions.
• Resolve basic customer concerns or route them to management when needed.
• Build trust and rapport with customers through reliable and friendly service.
• Follow up to ensure customer needs have been fully addressed.
• Work closely with technicians, managers, and other departments to coordinate service.
• Identify and recommend additional services or products when appropriate.

Qualifications

• High school diploma or GED required.
• 3-5+ years of customer service experience preferred.
• Strong verbal and written communication skills.
• Ability to multi-task, prioritize, and work efficiently in a fast-paced environment.
• Professional phone presence and active listening skills.
• High attention to detail with accurate data entry and recordkeeping.
• Ability to remain composed in high-volume or stressful situations.
• Familiarity with CRM systems; ServiceTitan experience a plus.
• Proficiency with Microsoft Office 365 (Word, Excel, Outlook, PowerPoint).

Benefits (Part-Time)

• Competitive hourly wage.
• Performance bonuses and commission for membership sales (preventive maintenance contracts).
• Opportunities for advancement and wage increases based on performance.
• On-the-job training and support.
• Earned sick leave.

Schedule

• Part-Time
• Four to five hours a day, Monday-Friday, with potential opportunities for full-time
• Onsite, second-floor office location (accessible by stairs)

Location

• Aspinwall Plumbing & Heating office - Weymouth, MA

Equal Employment Opportunity Statement

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.