Customer Service Representative | Inbound Calls, Lead Response & Scheduling | Home Services

About Plugz Electric Plugz Electric is a fast-growing, family-owned electrical company committed to delivering an exceptional customer experience. We're building a high-performance customer service team and are looking for motivated professionals who thrive in a fast-paced environment. This is not a passive answering-service role. Every incoming call and every new lead is an opportunity. Your responsiveness, professionalism, and communication skills directly impact our growth. If you love talking with people, solving problems, and working with urgency, we'd love to meet you. What You'll Be Doing Your primary responsibility is converting inbound opportunities into booked appointments. Responsibilities include: Answering inbound customer calls with professionalism and confidence Scheduling appointments accurately in Housecall Pro Responding immediately to new leads from Thumbtack, Angi, our website, Google, Facebook, and other marketing channels Contacting new leads within 5 minutes whenever possible Following up on missed calls and unresponsive leads Providing outstanding customer service on every interaction Maintaining accurate customer information and notes Following company SOPs, scripts, and processes Communicating proactively with our internal team throughout the day We provide the training, SOPs, scripts, and systems—you bring the energy, professionalism, and execution. Who We're Looking For Our ideal team member is: Fluent in English with clear, professional, easy-to-understand communication Friendly, confident, and engaging on the phone Highly responsive and dependable Comfortable working in a fast-paced environment Able to multitask while staying organized Detail-oriented and accurate Positive, coachable, and eager to improve Comfortable learning new software quickly Self-motivated and takes ownership of their work Experience with Housecall Pro, ServiceTitan, Jobber, GoHighLevel, or similar field service software is a plus. Experience in electrical, HVAC, plumbing, roofing, or other home service businesses is also a plus. Schedule We're currently looking to fill the following shifts (Central Time): Morning Shift Monday–Friday 7:00 AM – 11:00 AM Afternoon Shift Monday–Friday 11:00 AM – 7:00 PM Weekend availability is a plus. We're open to hiring: One full-time CSR Multiple part-time CSRs A small team covering different shifts Our goal is to ensure every customer receives a fast, professional response. Performance Expectations Successful CSRs on our team: Answer calls professionally Respond to new leads within minutes Convert inquiries into booked appointments Deliver an outstanding customer experience Communicate proactively with the team Show up consistently and reliably This is a performance-driven position where your work directly contributes to company growth. Equipment Requirements You must have: Reliable high-speed internet Quiet, distraction-free workspace Professional USB or noise-canceling headset Modern computer capable of multitasking Reliable backup internet or power (preferred) Application Requirements (Required to Be Considered) To help us identify the best candidates, please complete ALL of the following. Incomplete applications will not be considered. 1. Introduce Yourself (Voice Recording Required) Please submit a 60–90 second voice recording answering these questions: Tell us about yourself. Describe your customer service experience. Why are you interested in working with Plugz Electric? Why would you be a great fit for this position? Applications submitted without a voice recording will not be reviewed. 2. Answer These Questions Where are you located? What is your time zone? Which shift are you available for? Are you available long-term? Describe your call center or customer service experience. Have you worked with home service companies before? If yes, which industries? Which CRM or scheduling platforms have you used? Approximately how many inbound and outbound calls have you handled daily? What internet speed do you have? Do you have a dedicated quiet workspace? What type of headset do you use? Tell us about a difficult customer you successfully handled. What does excellent customer service mean to you? Bonus Points We'll give extra consideration to applicants with experience using: Housecall Pro ServiceTitan Jobber GoHighLevel CallRail NiceJob Podium Home service businesses (Electrical, HVAC, Plumbing, Roofing, Garage Doors, etc.) We're Looking for People Who... Love talking with customers Move with urgency Stay calm under pressure Are dependable and accountable Take pride in their work Want to grow with a rapidly expanding company If that sounds like you, we'd love to hear from you!