Sales​/Customer Care Representative

Compensation: Competitive Hourly Pay + Performance Bonus

Location: Vancouver, WA

Position Type: Full-Time

About D&F Plumbing, Heating & Cooling

For nearly 100 years, D&F Plumbing, Heating & Cooling has proudly served homeowners and businesses throughout the Portland and Vancouver metro area. As a family-owned company, we have built our reputation on exceptional service, expert craftsmanship, and doing what's right for our customers.

At D&F, we believe every customer interaction matters. Our Customer Care Team serves as the first impression of our company and plays a critical role in helping customers solve problems, schedule service, and feel confident in their decision to work with us.

We are looking for team members who are driven, coachable, customer-focused, and excited to grow both personally and professionally.

This is not a traditional call center position. As a Sales & Customer Care Representative, you will be responsible for building trust with customers, uncovering their needs, educating them on available solutions, and helping them take the next step toward resolving their plumbing, heating, or cooling concerns. You'll work closely with dispatchers, technicians, and leadership while helping drive company growth through exceptional customer experiences and strong booking performance.

This position is primarily in-office to support training, collaboration, coaching, and professional development.

• Answer inbound customer calls, emails, chats, and online inquiries.
• Build rapport and create a positive customer experience from the first interaction.
• Ask thoughtful questions to understand customer concerns and desired outcomes.
• Educate customers on D&F’s services, process, and value.
• Schedule service appointments and coordinate customer needs with field teams.
• Follow up on unsold opportunities, pending estimates, and service recommendations.
• Present maintenance memberships and other value-added offerings.
• Help customers overcome concerns regarding timing, scheduling, and service options.
• Maintain accurate customer records and notes within company software systems.
• Collaborate with dispatch, technicians, and management to ensure outstanding service.
• Contribute to booking, conversion, membership, and customer satisfaction goals.

• Strong communication and relationship-building skills.
• Confidence speaking with customers by phone.
• Active listening and problem-solving abilities.
• Positive attitude and solution-oriented mindset.
• Strong organizational and follow-through skills.
• Ability to work effectively in a fast-paced environment.
• Coachable with a desire to continuously improve.
• Comfortable discussing pricing, value, and service options.
• Previous experience in customer service, inside sales, call centers, retail sales, hospitality, or service industries is preferred.

• Delivering exceptional customer experiences.
• Consistently converting customer inquiries into scheduled appointments.
• Building trust and confidence with customers.
• Following through on commitments and customer needs.
• Supporting team goals while maintaining a customer-first mindset.
• Contributing to company growth through service, communication, and performance.

• Family-owned company approaching 100 years in business.
• Competitive hourly pay plus performance-based bonuses.
• Ongoing sales, communication, and leadership training.
• Supportive team environment with hands‑on coaching.
• Opportunities for advancement and career growth.
• A company culture built around teamwork, integrity, and customer care.
• The opportunity to make a meaningful impact on customers every day.

If you're motivated by helping people, enjoy building relationships, and want an opportunity where your effort and performance are rewarded, we'd love to hear from you.