Experienced Customer Service Representative (CSR)

Mr. Rooter Plumbing of Lethbridge | Full-Time, In-Office | Lethbridge, AB

$24–$28 per hour, depending on experience

About Us

At Mr. Rooter Plumbing of Lethbridge, we are committed to providing our customers with the highest standards of quality, reliability, and exceptional customer service. We take pride in delivering professional, dependable service and ensuring every customer feels valued, respected, and well cared for from their first phone call to the completion of their service.

We believe that delivering the best customer experience takes an entire team working together. Our office and field teams support one another, communicate openly, and work collaboratively to ensure our customers receive the level of care and service they deserve. We value teamwork, accountability, and a willingness to step in and help each other succeed.

We are looking for an experienced Customer Service Representative who shares these values and takes pride in making a positive difference for both our customers and our team.

What You’ll Be Doing Customer Calls & Communication

· Answer inbound customer calls as a friendly, professional first point of contact.

· Handle customer concerns and complaints calmly; work toward solutions and escalate when appropriate.

· Investigate customer concerns using available job information and coordinate follow-up through resolution.

· Monitor missed and abandoned calls and return them promptly.

· Complete post-job Happy Calls, customer follow-ups, and Win Back calls.

· Follow up on unsold estimates and $0 jobs; schedule recurring and follow-up services.

· Conduct approved outbound calling campaigns.





· Respond promptly to internal communications.

· Collect customer payments as needed and keep names, addresses, contact details, and job information accurate.

· Write and mail personalized customer thank-you cards.

· Answering the phones during the evenings and weekends on rotation.

ServiceTitan & Administrative Follow-Up

· Complete CSR forms and maintain accurate, up-to-date customer records.

· Monitor ServiceTitan and for completed jobs that require customer follow-up.

CSR Team Support & Quality

· Work collaboratively, share responsibilities, and support coworkers to keep the office running smoothly.

· Communicate openly and respectfully about internal concerns; resolve challenges together as a team.

· Support other office and field team members as needed.

What We’re Looking For

· Previous professional customer service experience; experience in a busy service office, call centre, dispatch, or reception role is preferred.

· Excellent phone manner, clear written communication, and confidence handling difficult conversations.

· Strong organization, attention to detail, and the ability to manage multiple follow-ups.

· Comfortable using customer-management software and learning new systems quickly.

· Accountable, dependable, proactive,



and able to work independently while contributing to a team.

· Home-service experience (plumbing, HVAC, electrical, or a similar industry) is an asset. Experience with ServiceTitan or Connecteam is an asset, but not required.

Compensation & Company Benefits

· Competitive pay: $24–$28 per hour, depending on experience.

· Full-time, in-office position with a collaborative team environment.

· Training and ongoing opportunities to learn and improve your customer-service skills.

· Health Coverage Benefits

What Success Looks Like

You make customers feel heard and cared for, follow through on commitments, keep information accurate, and catch problems before they fall through the cracks. You communicate well with co-workers, support the team, and help us deliver the kind of service customers remember and recommend.

Additional Responsibilities

This description summarizes the main duties and is not exhaustive. Additional responsibilities may be assigned by the Office Manager or Management Team to support customers, co-workers, and company operations.

Apply Today if you are an experienced customer service professional who takes pride in helping people, solving problems, and contributing to a supportive team, we would like to hear from you. Please submit your resume through Indeed

Pay: $24.00-$28.00 per hour

Expected hours: 40.0 – 45.0 per week

Perks

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking

Experience:
- Customer service: 1 year (required)

Language:
- Fluent English (required)

Work Location: In person

📌 Customer Service Representative (Lethbridge)
🏢 Mr Rooter Plumbing of Lethbridge
📍 Lethbridge