Customer Service Representative (CSR) - HVAC & Plumbing

The Opportunity

DNM is seeking an organized, customer-focused Customer Service Representative (CSR) to join our HVAC and Plumbing team. As the primary point of contact for customer interactions, you will play a crucial role in delivering exceptional service, scheduling service appointments, maintaining accurate customer records, and supporting our field team's operational success.

Key Responsibilities

Customer Communication & Inquiries:

Serve as the main point of contact for all incoming calls and email inquiries regarding HVAC and plumbing services.

Conduct outbound calls to HVAC clients for annual maintenance reminders and follow-up initiatives.

Follow up on pending customer quotes and estimates awaiting response.

Scheduling & Dispatch Support:

Book service calls and dispatch-related appointments for Plumbing and HVAC technicians.

Assign incoming sales requests to Residential Sales Advisors and Estimators, scheduling their on-site assessments.

Data Entry & Profile Management:

Create and maintain accurate, up-to-date customer profiles in our database.

Record detailed, clear notes for job bookings and specific client/building requests.

Scan and attach membership documentation to customer profiles and issue digital copies to clients.

Billing & Payments:

Process customer payments and manage receipt/documentation administrative tasks accurately.

What You Bring

Strong active listening, verbal, and written communication skills.

High attention to detail with accurate data entry skills.

Ability to multitask, prioritize, and manage time effectively in a fast-paced service environment.

Comfort working with customer database software and email communications.

Friendly, professional phone demeanor with a strong customer-first mindset.

Why Join DNM

Benefits 100% paid by DNM: no premiums out of your pocket

RRSP matching to help you build for the future

Incentive program that rewards performance

Employee Assistance Program (EAP) for you and your family

Twice-yearly performance reviews, so your growth is a regular conversation

A clear path to advance as our safety team grows

OUR People. OUR Future. ONE DNM