Customer Service Representative

401k, Dental Insurance, Life Insurance, Medical Insurance, Vision

At The GOAT Plumbing Air & Electric
, we believe exceptional customer service starts with exceptional people!

We are a growing home services company committed to delivering outstanding plumbing, air conditioning, and electrical solutions while creating an experience that makes every customer feel valued, heard, and taken care of.

Our success is built on teamwork, accountability, integrity, and a commitment to doing things the right way.

We're looking for energetic, customer-focused individuals who enjoy helping people, thrive in a fast-paced environment, and take pride in delivering an exceptional customer experience.

If you're a great communicator, enjoy solving problems, and know how to turn conversations into opportunities, we want you on our team!

We are seeking a motivated, professional, and results-driven Customer Care Representative (CSR) to serve as the first point of contact for our customers.

This position plays a critical role in the success of our business by managing inbound customer inquiries, scheduling service appointments, following up on opportunities, and ensuring every interaction reflects THE GOAT standard of service.

Our Customer Care Representatives do more than answer phones. They build relationships, create positive customer experiences, and help turn customer needs into booked service appointments.

The ideal candidate is organized, confident, personable, and comfortable balancing customer satisfaction with company performance goals.

Answer inbound customer calls promptly, professionally, and enthusiastically.

Deliver an exceptional customer experience with every interaction.

Listen carefully to customer concerns, ask appropriate questions, and identify service needs.

Provide accurate information regarding plumbing, HVAC, and electrical services.

Handle customer complaints and concerns with empathy, professionalism, and a solutions-focused approach.

Maintain a positive and professional attitude during high-volume call periods.

Communicate clearly with customers regarding appointments, scheduling changes, and service updates.

Convert inbound service inquiries into scheduled appointments.

Schedule service calls accurately using Service Titan
.

Identify customer needs, urgency, and service requirements to ensure proper scheduling.

Coordinate with Dispatch and field technicians to support efficient scheduling and customer communication.

Confirm customer information, service addresses, and appointment details.

Follow up on missed calls, unbooked opportunities, and customer inquiries.

Proactively identify opportunities to improve booking rates and customer retention.

Conduct outbound calls to follow up on customer inquiries and outstanding service opportunities.

Assist with appointment confirmations and rescheduling.

Follow up with customers to ensure satisfaction and address outstanding concerns.

Support membership and maintenance program scheduling and customer education.

Build lasting customer relationships that encourage repeat business and referrals.

Identify opportunities to recommend additional services based on customer needs.

Accurately document customer interactions, service requests, and appointment details in Service Titan.

Maintain complete and up-to-date customer records.

Monitor assigned follow-up activities and ensure timely completion.

Communicate important customer information to Dispatch, technicians, and management.

Follow established procedures for call handling, scheduling, and customer communication.

Assist with additional Customer Care administrative responsibilities as needed.

Meet or exceed established customer care performance expectations.

Maintain strong inbound call booking and conversion rates.

Demonstrate professionalism, accuracy, and efficiency in call handling.

Take ownership of customer concerns and follow through to resolution.

Participate in team meetings, coaching sessions, and ongoing training.

Support departmental goals related to customer satisfaction, call quality, booking performance, and revenue opportunities.

Contribute to a positive, accountable, and team-oriented work environment.

Required Qualifications

Previous customer service experience, preferably in a high-volume call center or service environment.

Strong verbal and written…