Customer Service Representative CSR

Customer Service Representative (CSR) – Tom Drexler Plumbing, Heating, Air & Electric

Location: Louisville, KY 40218 - This is an ON-SITE POSITION

Work Type: Full-Time

Schedule: There are three schedules we are looking to fill:

• Monday - Friday 9 AM - 6 PM with a Saturday Rotation
• Monday - Friday 8 AM - 5 PM with a Saturday Rotation
• Tuesday - Saturday 8 AM - 5 PM (Sunday & Monday as Days Off weekly)

Compensation: $16–$19 per hour

Reports To: Customer Service Manager

About Tom Drexler Plumbing, Heating, Air & Electric

For more than 30 years, Tom Drexler Plumbing, Heating, Air & Electric has been Louisville’s trusted name in residential services. We’ve built our reputation on exceptional customer care, honest business practices, and a commitment to developing long-term careers for our employees.

Why Join Our Team?

• Weekly pay
• Full Medical, Dental, and Vision Insurance
• 401(k) with company match
• Paid Time Off (PTO) and Paid Holidays
• Company-paid Life Insurance, Short- and Long-Term Disability
• Employee Assistance Program (EAP)
• Opportunities for advancement—promotion from within encouraged
• Supportive, team-oriented company culture

What You’ll Do

• Handle a high volume of inbound calls with professionalism, accuracy, and confidence
• Convert inbound inquiries into scheduled, revenue-generating service appointments
• Make outbound calls to schedule, confirm, and follow up on customer appointments
• Resolve customer concerns calmly and professionally in real time
• Enter and maintain data accurately within CRM systems (attention to detail is critical)
• Partner with field technicians and internal teams to eliminate scheduling errors
• Follow up with customers after service to ensure satisfaction and identify additional needs
• Participate in ongoing training and stay updated on service offerings, promotions, and procedures

Required

What We’re Looking For

• Previous call center or customer service experience
• Strong communication and active listening skills
• Customer-first mindset with the ability to de-escalate and resolve concerns
• Proficiency with Microsoft Office and customer management systems
• Ability to multitask and thrive under fast-paced, high-pressure conditions
• Dependable, punctual, and detail-oriented
• Ability to pass a criminal background check and drug screening

Preferred

• Experience in residential services or dispatch/call center environment

Tom Drexler Plumbing, Air & Electric is looking for a top-quality, enthusiastic individual with excellent communication and customer service skills to join our Team in Louisville, KY.

This is a Full Time, Hourly position, working on-site in our Louisville KY Branch location

Must have solid Admin / Computer skills, a great Customer Service focus, Sales experience helpful.

Thorough knowledge of spreadsheet and word-processing software - MS Office / MS 365 - EXCEL, Teams, Outlook, Word etc

Comfortable sitting for extended periods, standing, and operating a computer

Pre-Employment Requirements

All employment offers are contingent upon successful completion of a criminal background check and drug screening, conducted in compliance with applicable laws and regulations.

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this role. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE

Tom Drexler Plumbing, Heating, Air & Electric is proud to be an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive workplace for all employees.