Client Care Representative

Full Time
• Benjamin Franklin of Intown Atlanta

Replies within 24 hours

• Paid holidays off
• Birthday PTO
• 4 Tier promotion path from Day 1
• Clear advancement path as the business scales
• Performance bonus tied to booking metrics & operational KPIs
• 401(k) matching
• Health insurance
• Paid time off
• Signing bonus
• Vision insurance

At Benjamin Franklin Plumbing® of Intown Atlanta, the Client Care Representative (CCR) ensures that the first interaction a client has with our organization is first rate in terms of service quality.

The CCR answers incoming client telephone calls. Assists with the supervision and dispatching of all scheduled service and maintenance calls.

• Calls answered promptly, professionally, and with a tone that earns trust in the first 30 seconds
• Booking conversion rates that reflect skill, not luck - because you ask the right questions
• A technician schedule that runs clean, with smart routing that respects their time and our customers'
• Zero customers left wondering what's happening - proactive communication is your default
• A database that's complete and current, because you treat it like the operational asset it is
• Customer complaints handled and resolved without escalation - you solve it, you own it
• A reputation - earned one call at a time - for the best service experience in the market

• You know Intown Atlanta's neighborhoods, rhythms, and traffic patterns from real experience
• You've worked in customer-facing roles for 2+ years and you're proud of what you built in those rooms
• You've handled homeowner calls - stressed, frustrated, demanding - and you never lost the room
• You think in systems. You notice when things are out of order and you fix them without being asked
• You can hold five moving pieces in your head, stay composed under pressure, and still make the next caller feel like they're your only call
• You take pride in your communication - clear, warm, and direct - whether you're talking to a homeowner in Buckhead or a technician stuck in Decatur traffic
• You're not looking for a job. You're looking for a place to build something that matters

• High School Diploma or GED required; additional education is a plus, not a requirement

• 2+ years in customer service, client care, call center, or operations coordination
• Experience in home services - plumbing, HVAC, electrical, or similar trades - is a significant advantage
• Dispatch or scheduling experience is a strong plus; a track record of learning fast is equally valued

• Ability to pass a background check and drug screen
• Proficiency with Microsoft Office; willingness to learn and master Service Titan from day one
• Strong verbal and written communication - you say what you mean and mean what you say
• Valid Georgia driver's license (required for occasional operational needs)

Feel like your hard work goes unnoticed?

Tired of being the one who fixes everything while someone else takes the credit?

At Benjamin Franklin Plumbing®:

• Your experience is valued - not overlooked
• Your voice is heard - we actually listen
• Your work is recognized and appreciated
• You're part of the team

We built this offer around one question:
What would make a top-tier Client Care Representative stay here for 10 years?

Compensation: $18.00 - $26.00 per hour

We want to make joining our team as easy as possible. Our team members are the most valuable assets in our organization. It's true, our employees come first! How do we prove it? First things first.

We believe the best performers deserve the best pay. That's why we want to pay YOU the best competitive…