CUSTOMER SERVICE REPRESENTATIVE

Benefits:

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

401(k)

Competitive salary

Dental insurance

Employee discounts

BENJAMIN FRANKLIN of WILMINGTON

Customer Service Representative (CSR)

Full-Time | Customer Service & Dispatch Support

Competitive Pay + Career Growth Opportunity

We are looking for a highly organized, professional, and customer-focused Customer Service Representative (CSR) to join our growing home services team.

This position is critical to our daily operations. The CSR is often the first impression customers have of our company and plays a major role in delivering an exceptional customer experience while helping keep our technicians productive and our schedules running efficiently.

If you thrive in a fast-paced environment, communicate well under pressure, and enjoy helping people, we want to talk to you.

What You’ll Do

Customer Service

Answer inbound calls professionally and efficiently

Schedule service appointments for plumbing, and electrical customers

Respond to customer questions and concerns with professionalism and urgency

Help create a positive customer experience from first call to job completion

Set clear expectations with customers regarding scheduling and service

Scheduling & Dispatch Support

Manage incoming service requests and appointment scheduling

Support dispatch operations and technician scheduling

Monitor pending jobs and ensure no customer is overlooked

Coordinate with technicians and office staff throughout the day

Assist with callback scheduling and emergency requests

Administrative Support

Document customer information and job notes accurately in Service Titan

Help maintain organized scheduling and dispatch records

Assist with membership follow-up and appointment confirmations

Help process purchase orders and job-related documentation when needed

Properly categorize warranty calls, callbacks, tune-ups, and memberships

Customer Retention & Follow-Up

Make outbound calls for:

Appointment confirmations

Membership follow-up

Unsold estimates

Maintenance reminders

Customer check-ins

Help maintain strong customer retention and rebooking rates

What We’re Looking For

Strong communication and customer service skills

Ability to multitask in a fast-paced office environment

Organized and detail-oriented mindset

Ability to stay calm and professional under pressure

Positive attitude and team mentality

Strong computer and phone skills

Ability to learn ServiceTitan and company systems

Preferred Experience

Customer service experience

Dispatching or scheduling experience

Experience in HVAC, plumbing, electrical, or home services industry

Experience with ServiceTitan is a PLUS

Performance Expectations

Successful CSRs in this role are expected to:

Maintain a high call booking rate

Keep customer interactions professional and efficient

Support technician productivity and schedule flow

Accurately document customer information

Deliver excellent customer service consistently

What We Offer

Competitive hourly pay

Full-time, year-round work

Supportive team environment

Ongoing training and development

Advancement opportunities

Stable and growing company

Paid time off and holidays

Health benefits (if applicable)

About Us

We are a well established home service company focused on delivering an exceptional customer experience through professionalism, urgency, communication, and quality service.

Our team operates with a strong culture built around:

Integrity

Accountability

Teamwork

Customer-first service

We are looking for people who want to grow with us long-term and contribute to a high-performing team environment.

Apply Today

If you are organized, customer-focused, and ready to join a fast-paced team environment with growth opportunity, we encourage you to apply today.

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate.

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate.