Customer Experience Representative

You're the calm voice people hope answers the phone.

When customers call with a leaking water heater, no air conditioning, or a plumbing emergency, you know how to slow the moment down, ask the right questions, and make people feel taken care of.

You enjoy helping people, staying organized, and making sure every customer starts their experience with confidence.

If you're energized by turning stressful moments into great service, keep reading.

Who We Are

Olson Superior Plumbing & HVAC serves Orange County, California, part of the Olson Superior Holdings family of companies. We specialize in plumbing, HVAC, and major systems work, and we do it on a simple conviction, People Over Everything, with four values we actually use: Compassion, Accountability, Respect, and Excellence. If you want to work somewhere that expects excellence, lives its values, and has each other's backs, keep reading.

What You'll Be Doing

You create the first impression of our company. Every day you'll answer inbound calls, guide customers through stressful situations, gather the information our field teams need, and make sure every appointment starts with confidence. You'll balance empathy with efficiency, recognize emergencies, and communicate clearly so customers always know they've called the right company. When you do your job well, customers feel cared for before a technician has even arrived.

• Answer inbound calls quickly with warmth and professionalism.
• Calm stressed or frustrated customers while building confidence in our team.
• Capture complete and accurate customer information, including the real problem, access details, and anything the technician needs before arriving.
• Schedule appointments correctly based on customer needs and urgency.
• Escalate emergency situations immediately so no urgent customer is left waiting.
• Keep CRMs accurate and up to date in real time.
• Communicate important customer updates and concerns to dispatch and the rest of the team.
• Complete callbacks and hand off unresolved items cleanly before the end of your shift.

The Hiring Process

We have a rigorous process for hiring, but move FAST for the right person. We've had lots of interest, so the first few steps are automated to make sure you can get considered quickly.

Don't worry, if you take the time to apply, we will respond to 100% of the applicants.

The process:

1. Click apply and answer a few Who, What, When questions. (5-15 min)
2. If we think you'll be a great fit you'll be texted a link for a 15 min phone interview.
3. We'll send you a link to get scheduled for a one hour long in-person interview.

What You'll Earn

This Dispatcher role pays $20-$30 per hour, with a schedule of 35 to 45 hours a week. If you're looking for steady work with clear compensation, that's exactly what you'll see here.

Why Work With Us

You'll be part of a team built around care. Not fake slogans. Real compassion, accountability, respect, and excellence in how people treat customers, teammates, and the work itself.

• Medical, dental, and vision coverage
• Life insurance policies
• Accrued vacation PTO
• 401(k)
• LifeMart discount benefits on everyday needs like travel, electronics, tickets, family care, wellness, home and auto, financial and legal, apparel, flowers and gifts, and restaurants and dining

Who We're Looking For

• 2+ years of customer service, call center, or customer experience experience, preferably within the Plumbing, HVAC, or Home Services industries.
• Experience handling high call volumes while providing exceptional customer care.
• A calm, confident phone presence that puts customers at ease during stressful situations.
• Strong attention to detail so appointments are accurate the first time.
• Comfort working in scheduling, CRM, and phone software while keeping information clean and organized.
• Clear communication skills with customers, dispatchers, technicians, and office staff alike.
• The instinct to solve problems with empathy while keeping the operation moving efficiently.

If this sounds like you, apply now!