Evening Customer Service Representative

Job Description

Evening Customer Service Representative

Martinsburg, WV 25403

Are you someone who loves helping people and takes pride in providing exceptional customer experiences? Do you want to work on a team where you’re seen, appreciated, and supported every step of the way? If that’s a YES—this might be the opportunity you've been waiting for.

At Johnson & Johnson Heating, Air Conditioning, and Plumbing, we’re not just another home services company—we’re a team of hardworking, humble people who believe in doing the right thing for both our customers and our employees.

Who We Are

We’re a locally-owned, faith-led, family-oriented company that’s been serving the tri-state area for decades. Our reputation is built on quality, integrity, and a people-first approach—and that includes our team. When you work here, you're not just a number—you’re part of something bigger.

Why You’ll Love Working With Us

Pay: $15.00 - $20.00 per hour (Depending on skills & experience)

Health Insurance: We pay 100% of your health coverage! Vision and dental available, too.

Simple IRA with a company match: Plan for your future while you grow with us.

Company Culture: We’re like a big family here. You'll enjoy company outings, team lunches, and friendships that go beyond the workplace.

Paid Training & Career Development: We invest in our people—we want you to grow.

If you’re looking for more than a job—if you're looking for a place to belong, grow, and make a difference—we want to meet you.

Schedule:

Monday–Thursday: 12:00 PM – 8:00 PM

Friday: Standard business hours (due to Sabbath observance)

Note: Flexibility may be required based on business needs and technician availability.

What You’ll Be Doing

Answering inbound calls promptly and professionally, following the company’s call handling scripts and procedures.

Actively listening to customers to understand their needs and provide accurate information or schedule appointments accordingly.

Maintaining a positive, empathetic, and professional attitude toward customers at all times.

Logging call details, customer concerns, and job information accurately in ServiceTitan.

Communicating effectively with technicians and department managers as needed to resolve customer concerns or scheduling issues.

Following up on customer requests, reschedules, and service reminders.

Outbound Call Focus:

Performing outbound calls with a focus on booking open estimates, club maintenance, unsold leads, and expiring memberships.

Achieving daily outbound calling goals as defined by the Call Center Manager.

Tracking call outcomes and report daily progress toward key performance indicators (KPIs).

Reactivating lost customers or converting aged estimates into booked appointments through proactive engagement.

Dispatch Responsibilities (Limited Scope):

Dispatching on-call technicians efficiently based on urgency, skillset, and location during evening hours.

Monitoring ServiceTitan for incoming emergency or after-hours service requests.

Ensuring clear communication with technicians on call, including confirming job details and estimated arrival times.

Escalating critical issues to department managers or leadership when needed.

What We’re Looking For

High school diploma or equivalent required.

Minimum 1–2 years of experience in a call center, dispatch, or customer service role.

Strong verbal and written communication skills.

Ability to multitask in a fast-paced environment with minimal supervision.

Proficient in computer systems; experience with ServiceTitan and ProBook a plus.

Comfortable working independently during evening hours with access to on-call support as needed.

Core Competencies:

Customer Focus

Communication and Listening Skills

Time Management and Prioritization

Problem-Solving

Initiative and Self-Motivation

Team Collaboration

Accountability

Ready to Get Started?

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Full-time