Customer Service Representative

Astacio Plumbing, Heating, Cooling & Electrical – Norwalk, CT

Customer Service Representative

If you’re great with people, confident on the phone, and know how to keep things organized when the day gets busy, Astacio Plumbing, Heating, Cooling & Electrical wants to hear from you.

We’re looking for a Customer Service Representative to join our team in Norwalk, CT. In this role, you’ll often be the first person our customers speak with when they need help with their home. Whether someone has no heat, a plumbing problem, an electrical issue, or simply needs to schedule routine service, you’ll make sure they feel heard, supported, and taken care of.

This is a fast-paced, phone-focused position for someone who communicates well, stays organized, and takes ownership of the customer experience from the first conversation forward.

What You’ll Do

• Answer inbound customer calls, texts, and other service inquiries in a professional and friendly manner

• Listen to customers’ needs and help identify the appropriate service

• Schedule and book service appointments accurately

• Convert inbound opportunities into booked calls while providing an excellent customer experience

• Make outbound calls to customers for follow-up, appointment scheduling, and other service-related needs

• Confirm customer information, service addresses, and appointment details

• Communicate appointment expectations and help customers understand what happens next

• Update customer records and document conversations accurately in our systems

• Work closely with dispatchers, technicians, and other team members to help ensure customers receive timely service

• Keep customers informed when schedules or appointment details change

• Follow up on missed calls, open opportunities, and customers who may still need service

• Help resolve customer concerns professionally and escalate issues when appropriate

• Support membership, maintenance, and promotional campaigns by communicating available service options to customers

• Maintain strong attention to detail while managing multiple calls, customers, and priorities throughout the day

What We’re Looking For

• Previous customer service, call center, scheduling, or similar experience preferred

• Comfortable spending a significant portion of the day on the phone

• Strong verbal and written communication skills

• Friendly, professional, and confident when speaking with customers

• Ability to remain calm and helpful when customers are frustrated or dealing with an urgent home-service issue

• Strong organization and attention to detail

• Comfortable working in a fast-paced environment with changing priorities

• Ability to multitask while maintaining accurate customer information

• Dependable, team-oriented, and willing to take ownership of responsibilities

• Experience with ServiceTitan or another field-service/customer management system is a plus

• Experience in HVAC, plumbing, electrical, home services, or another service-based industry is a plus

Why Join Astacio?

We don't just offer jobs—we build careers. Here’s why you’ll love being part of our team:

Competitive Compensation: We believe in rewarding great people for great work.

Comprehensive Health Benefits: Affordable, high-quality health, dental, and vision insurance options to help keep you and your family covered.

Paid Time Off: Take the time you need to recharge with paid time off.

401(k) Plan with Company Match: Build toward your future with a competitive retirement plan and company match.

Training and Development Opportunities: We provide the tools, coaching, and support you need to continue growing your career.

Career Growth: As our organization continues to grow, strong performers have opportunities to take on additional responsibility and advance.

Supportive Team Environment: You’ll work alongside a team focused on delivering a great experience for both our customers and one another.

About Astacio Plumbing, Heating, Cooling & Electrical

Astacio Plumbing, Heating, Cooling & Electrical serves homeowners throughout the Norwalk area with plumbing, heating, cooling, and electrical services. Our Customer Service Representatives play an important role in making sure every customer interaction starts with professionalism, urgency, and genuine care.

If you enjoy helping people, thrive in a busy environment, and want to build a career with a growing home-services organization, we’d love to meet you.

Apply today to join Astacio Plumbing, Heating, Cooling & Electrical as a Customer Service Representative.