Customer Service Representative

Greenway Plumbing Services Corp is seeking a customer service representative to join our team in Orlando, FL. This role focuses on driving customer satisfaction through fielding inquiries, scheduling appointments, dispatching calls, addressing pain points, and maintaining extensive knowledge of our service offerings.

• Manage customer communications
  • Answer incoming calls and emails to address customer questions, requests, and issues.
  • Promote customer satisfaction by converting incoming calls into booked service appointments.
• Engage in outbound calling to secure scheduled calls, communicate service call changes, and follow up with customers to ensure successful service operations.
• Consult on customer success
  • Advise customers on how to leverage our products and services based on their unique needs.
  • Communicate with technicians to confirm schedules, determine their needs, and support the best customer experience.
• Record keeping
  • Record customer interactions in the internal system for cross‑functional awareness and relationship development.
• Process phone payments, apply them to invoices, and manage overdue accounts.
• Research, prepare, submit, and track permit applications with local municipalities.
• Provide additional record‑keeping support as needed.

• High school diploma or equivalent.
• Prior customer service or inside sales experience.
• Exceptional interpersonal and communication skills, both written and verbal.
• Outstanding listening skills.
• Great phone voice – cheerful and well spoken.
• Basic computer skills, including Word, Excel, and any other software used by the company (experience with Service Titan is a plus).
• Ability to address complaints and issues with effective solutions and a positive attitude.
• Passion for delighting customers with above‑and‑beyond service.
• Excellent time‑management and prioritization skills.
• Familiarity with CRM systems (Service Titan is a plus).

• Telehealth, dental, vision, and life insurance.
• Paid time off and holiday pay.
• Civil dress code and family‑oriented culture.

Greenway Plumbing Services is a growing plumbing service organization dedicated to delivering quality plumbing and a best‑in‑class customer service experience to the Greater Orlando residential and commercial community.