Lead Customer Service Representative

Job Description

Job Description

Description:

At Donnelly’s, we don’t just service HVAC, Electrical and Plumbing systems – we create comfort and peace of mind. As a member of our team, you’ll be part of a company that’s committed to providing 5-star service with integrity at the heart of everything we do.

We believe that the key to delivering exceptional service starts with a team who genuinely cares. We hire experts, but we also prioritize individuals who value honesty, professionalism, and making each client feel like family. You’ll receive top-notch training, ensuring you’re fully prepared to tackle any challenge with confidence.

But we don’t stop there – we also know how important it is to have fun along the way. We foster a work environment where teamwork, respect, and camaraderie shine. Whether you’re helping a client or celebrating a job well done, we ensure that you feel appreciated every step of the way.

If you're ready to grow your career with a company that values integrity, offers unparalleled service, and knows how to have fun, we’d love to meet you!

What's in it for you?

• Competitive Pay! Earn $28-30/hr. (based on skills and experience)
• Hiring for 10am-7pm Shift!
• Bonuses, Prizes, & Incentives
• Paid Time Off + Holidays
• Benefits for you and your family
• Opportunity for growth
• Personal and professional training and development
• Positive company culture and team building opportunities
• Saturdays are mandatory for this role
• This is not a remote position, completely in office.

What You’ll Do

• Serve as the first point of contact for team support, including coaching, answering questions, and resolving immediate issues.
• Handle escalations and high-impact or high-opportunity calls.
• Assess team needs in real-time and prioritize workflow accordingly.
• Provide frontline leadership to ensure efficient operations and maintain service quality.
• Convert incoming Client calls into booked service appointments
• Make outbound calls based on membership needs and follow up on existing clients

What Makes YOU Great

Going the Extra Mile:
As a Customer Service Representative, going above and beyond means truly listening to clients, anticipating their needs, and finding thoughtful solutions to their concerns. By showing genuine care and attention in every interaction, you build strong, trusting relationships that lead to positive experiences, repeat business, and enthusiastic referrals.

Delivering Legendary Service:
Legendary service starts with a warm welcome and ends with a client feeling valued and understood. It means being prompt, professional, and always ready to help. As a CSR, your ability to turn a routine call into a memorable experience is what sets us apart—building loyalty and strengthening our reputation with every interaction.

Being Passionate:
Passion fuels excellence. In your role, it shows through your eagerness to assist, your attention to detail, and your commitment to learning and growing. When you're passionate about helping others, it reflects in your tone, your problem-solving approach, and the confidence you give our clients. Passionate CSRs don’t just answer questions—they create trust and lasting impressions.

Requirements

• 3 years in a call center environment
• 2 years Client service experience
• 1-3 years in a leadership role
• Highly motivated and organized
• Sales mentality a plus!
• Service Titan experience a plus! (But not required!)

Why Donnelly’s?

We’re not just a company-we’re a team driven by a bigger purpose. At Donnelly’s, we believe in helping people become better than they ever believed possible, whether that’s our clients, our community, or our own team members.

We are an Autonomous Growth Organization, meaning we empower our people to take ownership, grow in their roles, and push boundaries to achieve more. Our vision? To be the most highly recommended home service company in the world.

If you’re looking for more than just a job- if you want to be part of a team that values trust, growth, and excellence- then Donnelly’s is the place for you. Let’s build something great together.

Equal Opportunity Employer

Applicants are provided equal employment opportunities without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual preference, or non-disqualifying physical or mental handicap or disability or any other category protected by law in each aspect of the selection process.