Intermediate Field Service Representative jobs

About Us

At Plumbing & Heating Paramedicswe’re building a service team that takes pride in doing things the right way — clear communication, reliable scheduling, and exceptional customer experience.

We believe great customer service isn’t just about answering phones. It’s about solving problems, creating trust, and helping our field teams succeed through strong coordination and communication.

We are growing and looking for a CSR who is motivated to develop their skills, contribute to a high-performing team, and grow within a structured competency-based career path.

Role Summary

As a Customer Service Representative, you are the first point of contact for our customers and a key driver of operational success.

Your primary responsibilities include:

• Answering incoming calls in a professional and helpful manner
• Booking service appointments accurately and efficiently
• Supporting dispatch to keep schedules optimized and productive
• Delivering an excellent customer experience on every interaction

What Success Looks Like in This Role

We measure success through a clear competency framework, which outlines exactly what great performance looks like at every level.

You will grow across the following core competencies:

Customer Communication

• Building rapport quickly and professionally
• Handling difficult conversations with confidence
• Converting calls into booked jobs

Accuracy & Attention to Detail

• Ensuring bookings are complete and error-free
• Capturing all required customer and job information
• Reducing rework and dispatch issues

Scheduling & Dispatch Awareness

• Understanding urgency, location, and technician efficiency
• Supporting an optimized daily schedule
• Making smart booking decisions that support business flow

Initiative & Proactive Work Management

• Filling schedule gaps during slow periods
• Following up on unscheduled or pending work
• Actively contributing to daily productivity

Problem Solving & Decision Making

• Handling customer and scheduling issues confidently
• Making sound decisions in real time
• Knowing when to escalate vs resolve independently

Systems & Process Adherence

• Using CRM and booking systems accurately
• Following standardized workflows
• Supporting continuous process improvement

Growth Path

We operate on a clear 4-level competency progression model:

• Basic → Intermediate → Advanced → Expert

This means you always know:

• What “good” looks like
• How to improve
• What is required for promotion and pay increases

What We’re Looking For

• Strong communication skills and professional phone presence
• Detail-oriented mindset with a focus on accuracy
• Ability to stay calm under pressure
• Strong problem-solving ability
• Comfortable working in a fast-paced environment
• Team-oriented attitude with willingness to learn and grow

Experience in customer service, dispatch, or call centre environments is an asset — but not required if you bring the right attitude and mindset.

What We Offer

We believe in rewarding performance and supporting growth.

Compensation

• Competitive hourly wage aligned with experience and competency level
• Clear pay progression tied to skill development and performance

Job Types: Full-time, Permanent

Pay: $21.00-$25.00 per hour

Expected hours: 40 per week

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Vision care

Flexible language requirement:

• French not required

Education:

• Secondary School (preferred)

Experience:

• Call center: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location: In person