Job Description
Job Description
Overview
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 2021 fiscal year ending September 30, 2021, IES produced over $1.53 billion in revenue and employed over 6,800 employees at over 99 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
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Respond to incoming customer inquiries via telephone and email
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Schedule appointments and field customer questions professionally
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Receive emergency and non-emergency calls; accurately record key information
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Resolve issues by providing solutions or routing concerns to appropriate personnel
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Enter service and customer data into computer systems; maintain activity logs
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Demonstrate care, patience, and professionalism during all customer interactions
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Collaborate with dispatchers and internal team members to ensure operational efficiency
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Operate efficiently in a fast-paced, high-pressure environment with minimal supervision
Qualifications
Education & Experience
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High school diploma or equivalent required
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Previous customer service experience required
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Experience in a plumbing or HVAC office setting is a strong plus
Required Skills
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Excellent phone etiquette and communication skills, including active listening
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Highly service-oriented with proven ability to resolve grievances tactfully
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Proficient with computer systems and customer data entry
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Exceptional attention to detail and multitasking abilities
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Comfortable working evenings and weekends as part of a rotating schedule
Preferred Qualifications
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Previous experience in a Plumbing or HVAC administrative or dispatch environment
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Familiarity with industry software such as ServiceTitan is a plus