Customer Service Representative

Want a seat where your work actually moves the business? LeMaster Plumber is a growing, 5-star-rated Northern Virginia plumbing company, and we are hiring the person who runs our front office: the voice customers hear first, the one who books the jobs and keeps our technicians moving. You will work directly with the owner, learn the trade business from the inside, and grow with a company that is adding trucks, not cutting corners.

This is a weekday, daytime, in-person role at our Ashburn office paying $21.00 to $24.00 per hour, and we want someone who is ready for more than a call-center script.

LeMaster Plumber LLC is a residential plumbing company serving Fairfax County, Loudoun County, Prince William County, Arlington and Alexandria. We started running calls in 2026 and hold a 5-star rating on Google.

We do drain cleaning, sewer camera inspections, water heater and tankless replacements, water treatment, sump pumps and general repair. We also sell an annual membership, the LeMaster Care Plan, that gives customers a yearly inspection, a waived diagnostic fee and priority scheduling.

We run the business on Service Titan. Technicians dispatch from home across Northern Virginia, so our Ashburn office is the phone, the dispatch board and the customer record. The company is owner-operated and growing one truck at a time. This is our first in-house office hire, and you will work directly with the owner.

You are the voice of the company and the person who keeps the day running. Every call, text and web lead comes to you first. You turn it into a booked job in Service Titan, put the right technician on it, and keep the schedule intact when jobs run long or cancel.

You also own the follow-up: unsold estimates, maintenance visits for members, open balances and review requests. Our answering service covers nights, weekends and overflow. Business hours are yours.

This is a booking and dispatch job, not a scripted call-center job. Callers have a leaking water heater or a backed-up drain, and they are deciding in the first 30 seconds whether to trust us. A good day is a high booking rate, a tight dispatch board, and customers who got a call back before they had to call us twice.

• Answer inbound calls, texts, website leads and chats during business hours, qualify the request, and book it in Service Titan with complete customer and job details
• Run the dispatch board: assign and reassign jobs by location, skill and capacity, move work as jobs run long or cancel, and keep technicians moving across Northern Virginia with as little drive time as possible
• Confirm next-day appointments by phone or text, and call the customer when a technician is running late
• Follow up on every open estimate within 48 hours and work it to a yes or a no
• Offer and apply the LeMaster Care Plan membership on the phone, and schedule member maintenance visits under our booking rules
• Take payments, send invoices, and collect open balances
• Keep customer records clean: correct addresses, tags, job notes and membership status
• Request a Google review after every completed job
• Hand off to the answering service at the end of the day and work its queue first thing each morning
• Send the owner a short daily report: calls, booked jobs, booking rate, revenue booked, memberships sold

• 2 or more years of inbound phone customer service experience (call center, front desk, scheduling or dispatch)
• Comfortable asking for the booking and offering a membership; you treat every call as a sale without being pushy
• A clear, calm phone voice, clean written notes, and typing speed of 45 words per minute or better
• Organized under pressure: you can hold a ringing phone, a text thread and a moving…