Customer Service Representative

• 401(k)
• Health insurance
• Paid time off
• Dental insurance
• Vision insurance

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities

We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, process requests, escal and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure.

• Answer incoming phone calls, emails, and online inquiries.
• Greet customers professionally and determine what plumbing service they need.
• Gather customer information, service address, contact information, and description of the problem.
• Explain service options, policies, pricing, and appointment expectations.
• Handle customer questions, concerns, and complaints.
• Follow up with customers after service when appropriate.

• Schedule plumbing service calls and appointments.
• Coordinate the technician's daily schedule.
• Dispatch technicians to service calls.
• Monitor technician locations and appointment status.
• Notify customers of technician arrival times or delays.
• Reschedule appointments when necessary.
• Prioritize emergency plumbing calls.

• Enter customer and job information into the company's software.
• Create and update work orders.
• Maintain accurate customer records.
• Process invoices and payments, if needed.
• Assist with accounts receivable and collections.
• Prepare estimates or proposals when directed.
• Track permits, warranties, callbacks, and other job-related paperwork.
• File all Back Flow reports and provide filed copies to customers.

• Relay customer information and job details to technicians.
• Communicate changes to appointments or job requirements.
• Document technician notes and customer requests.
• Help technicians obtain parts, information, or authorization when needed.
• Coordinate return visits and warranty work.

• Identify opportunities for additional plumbing services.
• Explain maintenance plans, memberships, warranties, or financing options.
• Schedule estimates for larger plumbing projects.
• Follow up on estimates that have not yet been approved.
• Maintain positive relationships with existing customers.
• Encourage repeat business and referrals.

• High school diploma/GED
• Previous experience as a Customer Service Representative or in a similar role is preferred
• Comfortable using computers and customer management software
• Excellent phone and verbal communication skills
• Understanding of active listening techniques
• Ability to work well under pressure
• Highly organized with the ability to prioritize projects and manage time effectively