Customer Service Associate

No Time Flat Plumbing Customer Service Representative / Office Coordinator Full-time | In person | Monday-Friday, 8:00 a.m.-5:00 p.m. $24-$26 per hour, plus $5 per eligible booked service call Be the person who makes a stressful day feel easier When a homeowner calls a plumbing company, something has usually gone wrong. They may be frustrated, worried, or unsure what to do next. As our Customer Service Representative, you will be the first person they speak with and a major part of the experience they remember. No Time Flat Plumbing is a locally owned residential plumbing company serving the Richmond area. We are growing, and we take customer service seriously. We believe every customer should feel heard, cared for, and confident that they called the right company. We are looking for a warm, capable customer service professional who can confidently guide conversations, accurately book service calls, and stay composed when the phones get busy. This is not a call-only position. You will also help coordinate technicians, support the daily operation of the office, and keep important administrative details from falling through the cracks. We are actively building and improving the systems that will support our continued growth. The right person will be comfortable learning new tools, adopting updated processes, and adjusting as we find better ways to serve our customers and support our team. Your top priority Your first responsibility is answering incoming calls and turning qualified customer needs into accurately booked appointments. When the phones are busy, customer calls come first. During quieter periods, you will complete administrative, scheduling, membership, and office-support responsibilities. What you'll do Customer care and call booking Answer incoming calls promptly with warmth, professionalism, and confidence Listen carefully so customers feel heard and understood Ask the right questions, follow our call process, and guide customers toward scheduling service Accurately enter customer, location, and appointment information Clearly explain what customers can expect from their appointment Respond to customer emails, text messages, voicemails, and other inquiries Make follow-up calls to confirm that customers are satisfied Gather and organize information related to customer questions or concerns Maintain a calm, helpful tone, even when a customer is frustrated or call volume is high Scheduling and field support Monitor appointments and follow up on deferred or unscheduled work Communicate with technicians throughout the day when they need information or office support Provide dispatch coverage when the manager is unavailable Help coordinate customer, technician, contractor, permit, and inspection appointments Keep records and tracking systems accurate and up to date Membership and customer records Process VIP Maintenance Plan agreements Schedule membership inspections and maintenance visits Maintain customer and membership tracking information Help ensure customer records, agreements, and supporting documents are complete and accurate Office and administrative support Maintain spreadsheets and records for vehicles, uniforms, company devices, permits, inspections, leads, customers, and employees Assist with permit applications, inspection scheduling, and permit-result follow-up Organize invoices, receipts, statements, and supporting documentation Assist with monthly credit card receipt reconciliation and recordkeeping Support vehicle and fleet administration, including service records and E-ZPass information Prepare uniforms, devices, and other materials for new employees Order office supplies, uniforms, and company devices as needed Maintain an organized stockroom and office environment Assist with occasional customer mailings, newsletters, events, and other office projects Because we are a growing small business, priorities may shift and everyone helps where needed. You should be comfortable moving between customer calls, scheduling, administrative work, and unexpected daily needs without losing track of the details. You may be a great fit if you Have professional customer service experience Are warm and friendly but can also take control of a conversation Remain calm and accurate during periods of high call volume Listen closely instead of rushing customers through their story Are highly organized and naturally attentive to details Follow established scripts, processes, and checklists consistently Take ownership of responsibilities without needing repeated reminders Communicate clearly with customers, technicians, managers, and coworkers Adapt well when systems, technology, or procedures are updated Are willing to learn new ways of working and provide thoughtful feedback as processes are improved Can manage several priorities and adjust when the day changes Enjoy being part of a small team where your work has a visible impact Are comfortable learning and using phone systems, email, spreadsheets, and service-management software Qualifications Previous professional customer service experience is required Call-center, dispatch, or home-service experience is strongly preferred Strong verbal and written communication skills Strong computer, data-entry, and organizational skills Ability to work independently while remaining responsive to the team Ability to report to our Midlothian office Monday through Friday ServiceTitan experience is a major plus Administrative or office-coordination experience is a plus Compensation and benefits $24-$26 per hour, based on experience $5 incentive for each eligible service call booked Health, dental, and vision insurance Two weeks of paid time off Paid holidays Paid birthday Consistent Monday-Friday daytime schedule Training, scripts, and processes to help you succeed What success looks like Success in this role means customers feel genuinely cared for, appointments are booked accurately, technicians receive the information they need, and important details are handled without repeated follow-up. We are not looking for someone who simply answers the phone. We are looking for someone who understands that outstanding customer service means listening, taking ownership, communicating clearly, and following through. No Time Flat Plumbing is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic. #J-18808-Ljbffr