Customer Service Representative

Customer Service Representative

Murphy's Plumbing, Heating & Air Conditioning Location: Cape Cod, MA Employment Type: Full-Time

Position Summary

Murphy's Plumbing, Heating & Air Conditioning is seeking a friendly, organized, and customer-focused Customer Service Representative (CSR) to serve as the first point of contact for our customers. The CSR plays a critical role in delivering an exceptional customer experience by answering incoming calls, scheduling service appointments, coordinating technician dispatching, and ensuring clear communication between customers and our service team.

The ideal candidate is positive, dependable, detail-oriented, and thrives in a fast-paced environment.

Key Responsibilities

• Answer incoming calls and respond to customer inquiries professionally and courteously.
• Schedule plumbing, heating, and air conditioning service appointments efficiently.
• Coordinate and adjust technician schedules throughout the day.
• Communicate arrival times, service updates, and follow-up information to customers.
• Maintain accurate customer records and service histories within company software systems.
• Resolve customer concerns and escalate issues when necessary.
• Make outbound calls for appointment confirmations, maintenance reminders, and customer follow-up.
• Support service managers and field technicians with administrative tasks.
• Process customer payments and assist with invoicing when needed.
• Promote maintenance agreements and company services when appropriate.
• Maintain a positive and professional demeanor during busy periods and emergency service situations.

Qualifications

Required

• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Excellent organizational and time-management abilities.
• Proficiency with Microsoft Office and computer software systems.
• Professional telephone etiquette.

Preferred but not necessary

• Experience in the plumbing, HVAC, home service, or construction industry.
• Experience with Service Titan or similar field service management software.
• Dispatching or scheduling experience.
• Knowledge of basic plumbing and heating terminology.

Competencies

• Customer-first mindset
• Strong attention to detail
• Positive attitude and professionalism
• Problem-solving ability
• Team collaboration
• Reliability and accountability
• Adaptability under pressure

Physical Requirements

• Ability to remain seated and work at a computer for extended periods.

What We Offer

• Competitive pay
• Health insurance
• Paid time off and holidays
• Retirement savings plan
• Ongoing training and development opportunities
• Supportive team environment
• Opportunities for career advancement

Success in This Role

A successful CSR consistently provides a world-class customer experience, keeps schedules running efficiently, supports technicians in the field, and helps build lasting customer relationships that contribute to the continued growth and reputation of the company throughout Cape Cod.

Murphy's Plumbing, Heating & Air Conditioning is an Equal Opportunity Employer.

For more than 30 years, homeowners have relied on our team for reliable expertise, honest recommendations, and exceptional craftsmanship. What sets us apart is our people — skilled professionals who take pride in their work, support one another, and show up every day committed to excellence.

We’re a company that celebrates wins, invests in growth, and believes in creating a winning environment where everyone can succeed. From industry-leading training to modern systems and a leadership team that truly listens, Murphy Services is a place where great technicians build great careers.

If you’re looking for stability, opportunity, and a team that takes care of its own,
Murphy Services is the place to build your future.