Client Care Representative

Job Summary

This position answers incoming client telephone calls. Assists with the supervision and dispatching of all scheduled service and maintenance calls. Reports to the Call Center Manager.

• Answers incoming client telephone calls and recognizes that this is where the client will form their first impression of the company.
• Good communication with the client is essential; has a courteous and pleasant demeanor, whether on a phone call or not.
• Ensures that each telephone call is answered before the third ring and that the approved company greeting and script is used each time.
• Notifies clients ahead of time without fail if the plumber is not going to arrive at their home within the scheduled time window.
• Calls Agreement Membership clients; as scheduled service appointments, should be booked to make up for any shortfall of repair calls.
• Updates clients' accounts with proper information.
• Outbound calling to customers for service reminders.
• Light email marketing and online marketing duties.
• Light administrative duties.

• High school diploma or equivalent required.
• Above-average verbal and telephone communication skills are essential.
• Must have good computer software skills.
• Prior customer service experience preferred.
• Good conflict resolution skills.

• Proficient with Service Titan CRM.
• Proficient in Excel.
• Sales experience.
• Experience working within a franchise system or plumbing and trades industry.
• Marketing content creation and execution (online and email).

• Bonus based on performance.
• Health insurance.
• Competitive pay.
• Flexible scheduling.
• Unlimited career path with world‑class training programs.

Compensation: $18.00 per hour