Customer Service Representative (CSR) - HVAC & Plumbing

The Opportunity

At DNM, great service starts with the people behind the scenes who keep everything running smoothly. We're looking for an organized, personable, and detail-oriented Customer Service Representative (CSR) to join our HVAC and Plumbing team.

In this role, you'll be a key connection between our customers, service technicians, and internal teams. From coordinating service appointments and responding to customer inquiries to managing schedules and keeping accurate records, you'll help ensure our customers receive timely, professional service and our technicians have the information they need to get the job done.

This is a busy, hands-on role suited to someone who enjoys working with people, stays organized under pressure, and can confidently manage multiple priorities throughout the day.

What You'll Do

Customer Service & Communication 

• Act as the first point of contact for customers, responding to incoming phone calls, emails, and service inquiries.
• Assist customers with booking appointments, answering questions, and providing updates on service requests.
• Handle urgent service requests professionally, gathering the necessary information and coordinating next steps.
• Conduct outbound calls for annual HVAC maintenance reminders, service follow-ups, and outstanding quotes or estimates.
• Communicate appointment confirmations, scheduling changes, and service delays to customers.
• Build positive relationships with customers by providing friendly, knowledgeable, and reliable service.
  

Scheduling & Service Coordination

• Schedule and coordinate daily HVAC and plumbing service appointments based on customer needs, technician availability, and service priorities.
• Work closely with the Service Manager and technicians to manage daily schedules and respond to changes throughout the day.
• Monitor technician availability and job progress to assist with scheduling adjustments and service coordination.
• Ensure technicians receive accurate customer information, job details, and any special instructions before attending appointments.
• Coordinate incoming sales inquiries with Residential Sales Advisors and Estimators, including scheduling on-site assessments.
• Help resolve scheduling conflicts and communicate adjustments promptly to customers and internal teams.
  

Administration & Recordkeeping

• Create, update, and maintain accurate customer profiles, service histories, and appointment records.
• Enter detailed service requests, customer concerns, job notes, and follow-up information into company systems.
• Maintain equipment registration details, maintenance memberships, and service agreement documentation.
• Prepare, scan, and attach customer documents, ensuring records are complete and properly organized.
• Assist with general administrative duties, including correspondence, filing, and service-related documentation.
  

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.

Payments & Office Support

• Accept and accurately document customer payments and provide receipts as required.
• Coordinate with the accounting team on payment-related documentation and inquiries.
• Welcome customers and visitors, providing professional front-desk support.
• Support the Service Manager and broader service team with day-to-day administrative and operational needs.

What You Bring

• Minimum 2 years of experience in customer service, scheduling, dispatch, service coordination, or a related administrative role.
• Previous experience in HVAC, plumbing, construction, automotive service, or another field service environment is considered an asset.
• Experience coordinating appointments, managing schedules, or supporting technicians or field-based employees is an asset.
• Strong verbal and written communication skills, with a professional and friendly phone manner.
• Excellent organizational and time-management skills, with the ability to manage competing priorities in a busy environment.
• Strong attention to detail and accuracy when entering information, maintaining records, and documenting customer requests.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel, and comfort learning new scheduling or customer management software.
• Strong problem-solving skills and the ability to adapt when schedules, customer needs, or priorities change unexpectedly.
• A dependable, team-oriented approach and a commitment to providing excellent customer service.
• High school diploma required; post-secondary education in Business Administration, Office Administration, or a related field is considered an asset.
• 
  

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