About this role
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