At Hero, we’re more than a service provider—we’re a trusted partner in delivering comfort, safety, and peace of mind to our community. Our team is committed to creating a seamless, high-quality experience for every customer, from their first interaction through the completion of their service.
About the Role
As a Customer Service Representative, you’ll be the first point of contact for our customers, helping to deliver a smooth and professional experience across calls, texts, and emails. You’ll play a critical, task-focused role in scheduling service appointments, supporting our dispatch team, and ensuring our technicians are running at full capacity.
This is an excellent opportunity for someone early in their career who is eager to build skills, work in a fast-paced environment, and grow within a supportive, performance-driven organization.
What You’ll Do
Answer inbound calls, texts, emails, and customer inquiries with professionalism and positivity
Schedule, reschedule, and confirm service appointments with accuracy and efficiency
Make outbound calls to customers to fill open appointment slots and maintain a full dispatch board
Work closely with the dispatch team to ensure schedules are optimized and running smoothly
Resolve customer concerns using established processes, focusing on first-call resolution whenever possible
Accurately enter and update customer information in company systems
Manage a steady volume of tasks while staying organized, focused, and on schedule
Stay informed on current promotions, services, and processes to effectively support customers
Perform additional duties as assigned
What We’re Looking For
Strong communication skills and a customer-first mindset
High attention to detail and strong organizational skills
Comfortable using computers and learning new systems quickly (ServiceTitan experience is a plus)
Ability to multitask, problem-solve, and work with a sense of urgency
Self-motivated and able to work independently while staying on task
Reliable, punctual, and prepared to start work on time
Sales or call center experience is a plus
What Success Looks Like
Accurate and efficient scheduling that supports a full and optimized technician schedule
Consistent, high-quality customer interactions across all channels
Strong productivity and ability to manage multiple tasks effectively
Successful resolution of customer concerns with minimal escalation
Dependable execution of daily responsibilities
Compensation & Benefits
Full-time, 40 hours per week
Hourly pay (based on experience)
Weekly and monthly performance-based incentives
Pay increases tied to performance levels—not tenure
Overtime opportunities may be available or required based on business needs
Full benefits package, including:
Medical, dental, and vision insurance
401(k)
Employee discounts
Growth Opportunities
This role is designed as a starting point for career growth at Hero. High-performing CSRs have opportunities to advance within the Contact Center (e.g. Lead roles) or explore career paths in areas like Customer Care, Dispatch, Trade Operations or specialized support teams like Marketing and Accounting.
Why Join Hero?
Build valuable, transferable skills in customer service and operations
Work in a supportive, team-oriented environment
Gain exposure to growing service and technology-driven operations
Be part of a company that values performance, development, and internal growth