Customer Service Representative in Cookeville TN

Crest Plumbing Is Hiring

Every customer who calls Crest reaches a real person — and that person shapes everything that follows. Before any technician arrives, before any diagnosis, before any repair, the customer’s first impression of this company comes through whoever picks up the phone. This role requires someone who genuinely likes helping people solve problems, stays calm when customers are stressed, books calls efficiently, and keeps the schedule full. Strong communicators with warmth and good judgment thrive here. People who view phones as a burden do not. If this sounds like your kind of work — read on and apply.

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Starting at $18/hr

Flexible schedule

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401k + Match

Company contributes 3%

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Structured Training

We invest in your future

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PTO

Paid time off — built in

This position is not for everyone. It is specifically for the right person.

When the schedule is full and customers are well-served, the whole company runs well. When calls get dropped, appointments get mismanaged, or customer experience suffers — everything else downstream is harder. The CSR role at Crest carries real responsibility and produces real, visible impact. Jeff looks for someone who takes pride in running a tight operation, enjoys talking to people, and genuinely wants customers to feel taken care of. The job is not glamorous on paper. In practice, it is the role that makes everything else at Crest possible.

What this role owns every single day

These are not aspirational goals. Each one is a daily operating responsibility — the standard Crest holds this position to and measures it against. A candidate reading this list should feel either energized by it or honest enough to recognize it is not the right fit.

Book the call — every inbound call ends with an appointment

Customers calling Crest have a plumbing problem and want it solved. Listening carefully, responding with genuine sympathy, and guiding the conversation toward booking the appointment — that is the primary skill this role requires. A customer who calls with a leaking water heater at 8am wants to know two things: that someone understands their situation, and that help is on the way. The CSR provides both. Every inbound call represents a homeowner who chose to call Crest — the goal is to honor that choice by getting them scheduled and giving them confidence that the right decision.

Triage the call — match urgency to response

Not every call carries the same urgency. A sewage backup backing up into a home needs a same-day slot. A slow drain that has been slow for two weeks can schedule for later in the week. Reading the situation accurately — asking the right questions and assigning the right priority — keeps the schedule efficient and ensures true emergencies get immediate attention. Triage skill develops over time. Crest provides guidance on call categories and priority assessment during onboarding.

Fill the schedule — proactive outbound when needed

Days that start with open slots require proactive action — not waiting for the phone to ring. Three specific approaches fill open schedule windows. First: look ahead on the schedule and contact customers who are already booked for a future date, offering them an earlier appointment today. Second: call members who have not used their free annual maintenance visit. Third: pull the unsold estimates list in Housecall Pro and contact those customers — letting them know Crest has availability and offering to complete the previously estimated work today, with a 10% discount if needed to convert. A full schedule is not a happy accident. Consistent, professional outbound effort produces it.

Exceptional customer experience — every call, every time

Customers remember how a company made them feel. A homeowner with a plumbing problem is often stressed, inconvenienced, and uncertain about what happens next. The CSR’s voice — tone, confidence, warmth, and clarity — determines whether that customer hangs up feeling better or worse than when they called. Exceptional experience is not about using scripted phrases. Genuine engagement, clear communication, and leaving every customer with confidence that Crest is taking care of them — that is what this goal requires.

Technician and management communication

The CSR connects customers to technicians and keeps Jeff informed about schedule changes, customer concerns, and anything else that affects the day’s operations. Clear, accurate, timely communication between the office and the field determines whether technicians show up at the right place at the right time with the right information. Dropped communication in residential service creates frustrated customers and wasted technician time. This position owns that communication chain.

Holiday and after-hours phone management

Plumbing emergencies do not observe business hours. Crest maintains coverage for after-hours and holiday calls through a managed rotation. The CSR role includes responsibility for after-hours phone coverage on a defined schedule — knowing when to book a next-morning appointment versus when to dispatch an emergency call. The specific after-hours schedule and compensation structure are discussed during the interview.

Customer profile accuracy — Housecall Pro

Every customer record in Housecall Pro must stay current — name, service address, mailing address, phone number, and email. Accurate records protect the customer relationship, support marketing and follow-up efforts, and prevent technicians from arriving at the wrong address. Maintaining data quality is not exciting work. It matters enormously, and the CSR owns it.

Requirements and what actually matters for this role

The Tennessee Limited Licensed Plumber (LLP) license authorizes independent residential plumbing service and repair. Earning it requires documented field hours, a passing score on the state examination, and an active apprenticeship under a licensed plumber. Crest provides all three components of that path.

Accounts receivable follow-up

Contacting customers with outstanding balances in a professional, non-confrontational way to collect payment. The goal is resolution — not friction. Most outstanding accounts involve a miscommunication or a missed invoice rather than a refusal to pay. Calm, polite follow-up resolves the majority of them quickly.

Company email inbox — info@crestplumbingtn.com

Monitoring and responding to the company’s primary inbox. Customer inquiries, quote requests, scheduling questions, and vendor communications all flow through this address. Responses go out promptly — same business day — and route to the right person when action from Jeff or a technician is required.

The qualities that determine success in this role

Plumbing customer service experience helps but does not determine fit. These qualities tell Jeff more about a candidate’s potential than any resume line.

Genuine warmth on the phone — customers feel it immediately

Stays calm and professional when a customer is upset or anxious

Organized — manages a busy schedule without dropping details

Comfortable learning and working in Housecall Pro or similar field service software

Strong written communication — email responses reflect the company's professionalism

Takes initiative — fills slow mornings with outbound calls rather than waiting

What Crest Plumbing provides

Crest treats its team the way Jeff wants Crest to treat its customers — honestly and well. The benefits below are real, current, and available from the start of employment.

Competitive hourly pay

Starting rate discussed at offer based on experience. Crest publishes the range during the interview — no games, no ambiguity. Pay increases as the role grows and performance demonstrates it.

401k with company matching

Crest matches employee 401k contributions up to a defined percentage — retirement savings start building from the beginning of employment. Specific match details and vesting schedule are provided at offer.

Growth opportunity

Crest is a growing residential plumbing company. The CSR who builds real operational competence and demonstrates leadership qualities grows with the company. Office operations management is a real trajectory for the right person in this role over two to three years.

Small team — your work is visible

Crest is not a 200-person call center where individual contribution disappears into a department. Every call booked, every schedule filled, every customer who hangs up satisfied — Jeff sees it. Work that matters shows up directly in the company’s performance and reputation.

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Customer Service Rep at Crest Plumbing FAQ — Cookeville, TN

Is Crest Plumbing hiring a customer service representative in Cookeville, TN?

Yes — Crest Plumbing is actively hiring a Customer Service Representative in Cookeville, Tennessee. The position handles inbound customer calls, appointment booking, schedule filling, customer profile maintenance in Housecall Pro, and technician communication. Full benefits including medical, dental, vision, 401k with company match, and PTO are included. Apply at crestplumbingtn.com/careers/customer-service or call Jeff at (931) 239-4345.

Do I need plumbing knowledge to apply?

No plumbing knowledge is required to start. Crest provides training on the service categories, common customer situations, and how to triage calls by urgency during onboarding. The ability to learn the basics of what residential plumbers do — and explain them clearly to customers — develops quickly on the job. Curiosity and a willingness to learn matter far more at the application stage than existing trade knowledge.

What software does Crest use for scheduling?

Crest runs scheduling, customer profiles, and dispatch in Housecall Pro. Experience with Housecall Pro, Service Titan, or any field service management software is a meaningful advantage. Candidates without prior experience in these platforms but with demonstrated comfort learning new software tools are considered — Crest provides training on Housecall Pro during onboarding. Hiding relevant software experience on an application is never a good idea. Mention it specifically if you have it.

What are the hours and does the role include after-hours coverage?

Core hours run Monday through Friday during standard business hours. The role includes a defined after-hours and holiday phone coverage rotation — plumbing emergencies do not observe business hours, and Crest maintains coverage for genuine emergency calls outside of normal operations. The specific after-hours schedule and the compensation structure for those periods are discussed during the interview. After-hours coverage is real and expected — candidates who cannot accommodate it should be honest about that during the application process rather than after an offer is extended.

How does the diagnostic fee conversation work with customers who push back?

Customers occasionally push back on the $96 diagnostic fee — usually because they have not encountered a diagnostic fee structure before or because they are comparing Crest to a company that buries fees rather than disclosing them. The response is calm, confident, and consistent: the fee covers the technician’s time and expertise to diagnose the problem accurately, and it disappears entirely the moment any work is approved. Most customers who understand that explanation accept it. The fee is never negotiated, reduced, or waived — under any circumstances — by the CSR. Crest trains on this conversation during onboarding so the right candidate arrives at it confidently rather than awkwardly.

What does growth look like in this role?

Crest is building toward a multi-technician residential operation in Cookeville. The CSR who masters the operational responsibilities of this role — booking efficiently, filling the schedule consistently, maintaining clean records, communicating clearly with the team — and who demonstrates leadership qualities becomes the natural candidate for an office operations management role as the company grows. That trajectory is real. Jeff is transparent about what the path looks like and what it requires. Candidates interested in long-term growth at Crest should ask directly about this during the interview.