# Customer Service Representative at Southport Engineered… > Customer Service Representative at Southport Engineered Systems in Wausau, Wisconsin, United States. Category: Customer Service Jobs. View full job details… Customer Service Representative # Customer Service Representative Southport Engineered Systems ## Job Description Customer Service Representative Inside Sales/Customer Service Representative Residential Plumbing & HVAC - All Markets Company Location Reports To Division Employment Type Compensation About the Role What You'll Do Inbound Calls & Booking - Answer the main line and online chat promptly and professionally - with warmth and urgency, every time. - Convert inbound calls and online leads into booked appointments by asking the right questions, understanding the customer's situation, and matching them to the right service. - Gather accurate, detailed job information - problem description, home access, customer history, and any special circumstances - so technicians arrive prepared for first-call resolution. - Present service options and membership opportunities clearly and without pressure, helping customers make informed decisions. - Handle a high volume of calls efficiently while never making a customer feel rushed. Customer Relationships & Follow-Up - Follow up after completed service calls to confirm the customer is satisfied and the job was done to their expectations. - Resolve customer concerns from start to finish - no passing the buck. Escalate to the General Manager only when a situation genuinely requires it. - Proactively call Southport Shield Members to schedule routine maintenance visits and keep their service plan on track throughout the year. - Maintain accurate customer records, notes, and communication history in ServiceTitan after every interaction. Scheduling Support - Communicate booked appointments clearly to the Dispatcher with all relevant job details so the board is built accurately from the start. - Support the Dispatcher during high-volume periods by helping manage appointment confirmations, reschedules, and customer callbacks. - Look for opportunities to fill schedule gaps with waitlisted customers or upcoming maintenance visits. Administrative & Team Support - Support branch administrative needs during quiet periods between calls - data entry, follow-up lists, membership outreach. - Participate in daily team huddles with the Dispatcher and General Manager to align on the day's schedule and priorities. - Take on additional responsibilities as needed to support the team and our customers. What Makes You a Fit Required - A genuine people-person who enjoys helping others and stays calm, warm, and professional even when a customer is frustrated. - 1-2 years of customer service experience in a phone-based or service environment. - Strong listening and communication skills - you ask the right questions, capture the details accurately, and leave customers feeling heard. - Comfortable managing multiple conversations and tasks at once without losing your composure or missing details. - Self-motivated, organized, and dependable - you own your follow-up list and nothing slips. - Reliable - when a customer needs us, they need us. We need to be there for them. - High school diploma or equivalent. Preferred - Experience with ServiceTitan or similar field service management or CRM software - we'll train you if not. - Experience with sales or outreach. Why Southport PIb8bc7e7617af-2508 ## Related Jobs Chief Customer Experience Officer Confidential Full Time Head of Customer Experience Doc's Diesel Limited Full Time Customer Support Representative SPECTRUM Full Time Customer Loyalty Representative - FT Avis Budget Group Full Time Customer Loyalty Representative - PT Avis Budget Group Part Time Customer Loyalty Representative - FT Avis Budget Group Full Time Retail Customer Service Associate/ Myrtle Beach SC Alianza Staffing Full Time Retail Customer Service Associate/ Myrtle Beach SC Alianza Staffing Full Time ## Related Searches