Customer Service Representative

Job Description

Job Description

Overview

IES Residential, Inc. is one of the nation's largest and most respected electrical, plumbing, HVAC, solar, and cable solutions providers for single-family homes and multi-family complexes since 1973. We provide comprehensive integrated solutions that light up our world. We make homes come to life.

IES is a national provider of industrial products and infrastructure services to a variety of end markets, including electrical, mechanical and communications contracting solutions for the commercial, industrial, residential and renewable energy markets. IES is publicly traded on NASDAQ under the symbol IESC. As of the end of IES’s 2024 fiscal year ending September 30, 2024, IES produced over $2.8 billion in revenue and employed over 9,400 employees at over 131 domestic locations across the United States. IES is an Equal Employment Opportunity Employer : Minorities, Females, Gender Identity, Sexual Orientation, Individuals with Disabilities, Protected Veterans Encouraged to Apply.

From office buildings to wind farms, industrial complexes to housing developments, our employees and design professionals design, build, and maintain the systems that empower lives.

Our commitment to our employees is reflected by our actions :

• Safety is Priority One – and our record shows it
• Competitive Pay
• Company 401K plan with Employer Contribution Match
• Company Paid Time Off
• Company Paid Life Insurance
• Choice of Medical Coverage including Prescription and Short Term Disability Plans
• Choice of Dental and Vision Coverage
• Optional Long-term Disability, Critical Illness, Accident, Legal and Pet Coverage
• Auto and Home Insurance Discount Programs

Responsibilities

Summary

IES Residential is seeking a Customer Service Representative (CSR) to join our Plumbing and HVAC division. This role is crucial in ensuring a positive customer experience by efficiently handling service calls, scheduling appointments, resolving concerns, and supporting field operations through excellent communication and organizational skills.

Key Responsibilities

Respond to incoming customer inquiries via telephone and email

Schedule appointments and field customer questions professionally

Receive emergency and non-emergency calls; accurately record key information

Resolve issues by providing solutions or routing concerns to appropriate personnel

Enter service and customer data into computer systems ; maintain activity logs

Demonstrate care, patience, and professionalism during all customer interactions

Collaborate with dispatchers and internal team members to ensure operational efficiency

Operate efficiently in a fast-paced, high-pressure environment with minimal supervision

Qualifications

Education & Experience

High school diploma or equivalent required

Previous customer service experience required

Experience in a plumbing or HVAC office setting is a strong plus

Required Skills

Excellent phone etiquette and communication skills , including active listening

Highly service-oriented with proven ability to resolve grievances tactfully

Proficient with computer systems and customer data entry

Exceptional attention to detail and multitasking abilities

Comfortable working evenings and weekends as part of a rotating schedule

Preferred Qualifications

Previous experience in a Plumbing or HVAC administrative or dispatch environment

Familiarity with industry software such as ServiceTitan is a plus