Customer Service Representative (CSR) at Fulkerson Plumbing & Air Conditioning – Roswell, New Mexico

Job Title: Customer Service Representative (CSR)
Location: Roswell, NM
Company: Fulkerson Plumbing & Air Conditioning About Us:
Fulkerson Plumbing & Air Conditioning has proudly served the Roswell community for over 60 years. As a family-oriented company, we believe in excellence, service, and teamwork. We are seeking a friendly and efficient Customer Service Representative (CSR) to join our front-line team.
Position Summary:
The CSR is often the first point of contact for our customers. This role is responsible for handling inbound and outbound calls, scheduling service appointments, assisting with membership programs, and ensuring excellent customer experiences from start to finish.
Responsibilities:

• Answer incoming calls with professionalism and care
• Schedule appointments and input data accurately into ServiceTitan
• Monitor and respond to online chat inquiries and booking requests
• Communicate with customers regarding confirmations, reschedules, and follow-ups
• Track upcoming calls, job progress, and technician availability
• Route leads and service opportunities to the appropriate team
• Manage department-specific email inboxes and messages
• Follow up on unsold and sold estimates
• Call out on expiring or missed membership visits and offer program renewals
• Make “happy calls” to check on customer satisfaction post-service
• Assist with collections outreach and gathering payment info
• Collaborate with dispatchers and technicians for job updates and resolutions

• All other duties as assigned

Requirements:

• Strong verbal and written communication skills
• Proficiency with computers, email, and CRM software (ServiceTitan experience a plus)
• Attention to detail and accurate data entry
• Calm under pressure and solution-focused
• Ability to multitask and prioritize in a fast-paced environment
• High school diploma or equivalent
• Bilingual (English/Spanish) is a plus

Working Conditions & Physical Requirements:

• Office-based role with frequent computer use.
• Occasional interaction with technicians, warehouse staff, and vendors.
• Must be able to sit, stand, and move throughout the day.
• May occasionally lift up to 25 lbs to move parts or files.

• Requires adaptability to changing customer needs and schedules

Compensation & Benefits for Full-Time Employment:
Full-time employees are offered a comprehensive benefits package that includes Health, Dental and Vision insurance, company-paid life insurance, paid time off, paid holidays, and a retirement plan with company match. In addition, we provide ongoing opportunities for professional training and career advancement.