Vision Plumbing Heating Cooling is a family-owned trades company serving the Okanagan (Kelowna to Vernon to Penticton) with plumbing, HVAC, and gas services. We're growing, and we're looking for a dedicated Customer Service Representative to join our office team.

About the Role

This is a customer-facing role, separate from dispatch, you'll be the friendly, professional voice our customers hear when they call, and the person who keeps their experience smooth from first contact through job completion. You won't be juggling technician scheduling; your focus is the customer.

What You'll Do
Answer inbound calls, emails, and web/text inquiries with warmth and professionalism
Book service calls and quotes into our scheduling system
Make proactive outbound calls to customers, quote follow-ups, reactivation/maintenance reminders, and review requests
Follow up with customers on quotes, invoices, and outstanding balances
Manage the credit-card-on-file and payment process for completed jobs
Request and track online reviews from happy customers
Handle customer questions, concerns, and escalations, looping in a manager when needed
Keep customer records accurate and up to date




Support our loyalty program and seasonal maintenance reminders

What We're Looking For
Previous customer service or call-center experience (trades/home services industry an asset, not required)
Clear, friendly phone and written communication skills
Comfortable making outbound calls, not just answering inbound ones, confident engaging customers proactively
Comfortable multitasking across calls, emails, and scheduling software
Detail-oriented — comfortable with accurate data entry and follow-through
A team player who thrives in a fast-paced office workplace
Experience with field service software is a plus

What We Offer
Competitive pay, based on experience
A supportive, family-oriented team environment
Stability with a well-established, growing Okanagan company

Pay: $23.00-$26.00 per hour

Benefits:
Casual dress
Extended health care
In office parking
Paid time off

Experience:
CSR: 1 year (required)

Language:
Transparent English (required)

Location:
Kelowna, BC V1X 7J3 (required)

Work Location: In person

📌 Customer Service Representative Csr Kelowna
🏢 Vision Plumbing Heating Cooling
📍 Kelowna