Customer Service Representative

United States·NorwalkFull-timemid

Customer Support SpecialistCustomer

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Quick Summary

Overview

Come join one of the fastest growing home services companies in the US! Astacio Plumbing, HVAC, and Electrical is an industry leading home services contractor located in Norwalk, CT.

Technical Tools

ms-officecustomer-supportperformance-management

If you’re great with people, confident on the phone, and know how to keep things organized when the day gets busy, Astacio Plumbing, Heating, Cooling & Electrical wants to hear from you.

We’re looking for a Customer Service Representative to join our team in Norwalk, CT. In this role, you’ll often be the first person our customers speak with when they need help with their home. Whether someone has no heat, a plumbing problem, an electrical issue, or simply needs to schedule routine service, you’ll make sure they feel heard, supported, and taken care of.

This is a fast-paced, phone-focused position for someone who communicates well, stays organized, and takes ownership of the customer experience from the first conversation forward.

Responsibilities

~1 min read

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Answer inbound customer calls, texts, and other service inquiries in a professional and friendly manner
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Listen to customers’ needs and help identify the appropriate service
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Schedule and book service appointments accurately
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Convert inbound opportunities into booked calls while providing an excellent customer experience
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Make outbound calls to customers for follow-up, appointment scheduling, and other service-related needs
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Confirm customer information, service addresses, and appointment details
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Communicate appointment expectations and help customers understand what happens next
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Update customer records and document conversations accurately in our systems
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Work closely with dispatchers, technicians, and other team members to help ensure customers receive timely service
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Keep customers informed when schedules or appointment details change
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Follow up on missed calls, open opportunities, and customers who may still need service
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Help resolve customer concerns professionally and escalate issues when appropriate
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Support membership, maintenance, and promotional campaigns by communicating available service options to customers
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Maintain strong attention to detail while managing multiple calls, customers, and priorities throughout the day

Previous customer service, call center, scheduling, or similar experience preferred
Comfortable spending a significant portion of the day on the phone
Strong verbal and written communication skills
Friendly, professional, and confident when speaking with customers
Ability to remain calm and helpful when customers are frustrated or dealing with an urgent home-service issue
Strong organization and attention to detail
Comfortable working in a fast-paced environment with changing priorities
Ability to multitask while maintaining accurate customer information
Dependable, team-oriented, and willing to take ownership of responsibilities
Experience with ServiceTitan or another field-service/customer management system is a plus
Experience in HVAC, plumbing, electrical, home services, or another service-based industry is a plus