Customer Service Representative - Call Centre

Customer Service Representative

*Customer Service Representative*

*Arrow Plumbing & Heating | Regina, SK*

*Job type:* Full-time

*Pay:* CA$40,000?CA$62,000 per year, depending on experience

*Location:* 1377 McIntyre St, Regina, SK S4R 2M9

*Work location:* In person

*Build your customer service career with Arrow*

At Arrow Plumbing & Heating, great service starts with the first conversation. We?re looking for a friendly, organized Customer Service Representative who enjoys helping people, keeping details on track, and working with a busy team.

Since 1958, Arrow has served Regina with reliable heating, cooling, plumbing, and electrical services. As our business grows, we?re adding to our office team to help customers get the service they need and keep daily operations running smoothly.

*About the role*

You?ll be a key point of contact for customers?answering calls, booking service appointments and estimates, responding to questions, and keeping customers informed. You?ll work closely with our office team, dispatcher, technicians, and management to make sure customer needs are clearly understood and accurately communicated.

This is an active, phone-focused role where priorities can change quickly, especially during extreme weather and busy seasons. You?ll do well here if you can stay calm, listen carefully, and follow through while managing several tasks.

*What you?ll do*

• Answer inbound calls with a positive, professional approach and help customers with service inquiries, appointment bookings, and scheduling questions.
• Ask clear questions to understand customer needs and accurately record contact information, service concerns, and job details.
• Book service appointments and coordinate estimate appointments with our sales team.
• Support our dispatcher with appointment confirmations, schedule changes, and timely updates to customers and technicians.
• Recognize urgent service requests and promptly involve the appropriate team member.
• Explain Arrow?s services, maintenance memberships, and current offers, and help interested customers take the next step.
• Make outbound calls to existing customers to arrange seasonal maintenance, follow up on service needs, and fill available appointments.
• Handle customer concerns with empathy, take ownership of follow-up, and escalate issues when needed.
• Keep customer records, booking notes, and follow-up tasks accurate and current in our customer management system.
• Assist the office and management teams with data entry, reporting, and other administrative tasks.

*What you bring*

• At least two years of experience in customer service, administration, appointment scheduling, dispatch, or a similar role.
• Strong telephone communication skills and the ability to build rapport with a wide range of customers.
• A positive, empathetic approach, including when helping customers who are frustrated or dealing with an urgent problem.
• Strong organization, attention to detail, and the ability to manage interruptions without losing track of commitments.
• Confidence using computers, email, and customer management or scheduling software, with the ability to learn new systems.
• Reliable follow-through, sound judgment, and a willingness to help teammates.
• Comfort making outbound customer calls and discussing relevant services and maintenance options.
• Experience in HVAC, plumbing, electrical, or another home services business is an asset, but is not required.

*What we offer*

• Annual compensation of CA$40,000?CA$62,000, depending on experience.
• Dental and vision care.
• Paid time off.
• RRSP matching.
• On-site parking.
• A collaborative team and the opportunity to contribute to an established, growing Regina business.

*Apply today*

If you enjoy helping customers and keeping a busy office organized, we?d like to hear from you. Apply through Indeed with your resume and a brief note about the experience you would bring to Arrow.

Arrow Plumbing & Heating is an equal opportunity employer. We welcome applicants fr