Customer Service Representative

Residential & Commercial Plumbing Industry

Reports to General Manager

This role will be working 100% in our Durham, NC office Monday through Friday 7:30a - 4p.

Acme Plumbing is a family-founded residential & commercial plumbing company that has served the Raleigh, Durham, and Chapel Hill "Triangle" area since 1947. The company has built a multi-generational legacy of integrity, craftsmanship, and community trust.

We specialize in a comprehensive range of plumbing solutions, including residential service and repair, maintenance, installation, commercial installations, and full-scale renovations. Known for our "Deep Roots, Modern Approach" philosophy, we combine decades of technical expertise with a commitment to modern technology and professional service excellence.

Customer Service Representative Role: We are looking for a new teammate to support our Customer Service Department to take exceptional care of our customers. You will be the first voice homeowners hear, and will ensure each caller feels taken care of.

What you'll do
Answer inbound calls, text, and web requests
Turn calls into booked service calls, utilizing ServiceTitan, by asking the right questions and setting expectations
Manage the schedule with the Dispatcher to ensure our Technicians are productive
Make outbound calls; appointment confirmations, follow-up's, unsold estimates & maintenance reminders
Promote & enroll customers into our Maintenance Membership Program
Maintain accurate customer accounts in ServiceTitan, including all job notes & call outcomes
Handle billing questions & customer concerns in a calm and professional manner, and escalate to leadership when necessary

What you'll need
1+ year(s) of call center, or high-volume phone customer service experience
Hands on ServiceTitan experience (booking, scheduling, customer records)
Clear & friendly phone etiquette, and professional written communication
Comfort multi-tasking between phone calls, text, the schedule, and emails daily
Reliable attendance - your shift will begin at 7:30am
Proactive with identifying and resolving needs, self starter
Experience with Microsoft 365 (Outlook, Excel, Teams)
Motivated to grow internally into a Lead Customer Service Representative, or Customer Service Manager

What's nice to have
Plumbing, HVAC, electrical, or home service company experience
Membership Sales, or Service Agreement Sales experience

What you'll gain
Be a part of a team that is expanding quickly, with a passion for high quality service and family friendly culture.
On the job training
Health insurance - medical, dental, vision
Retirement benefits - 401k matching
Personal Time Off - eligible for PTO after 1 year of service (can request unpaid time off before 1 year anniversary)
Discretionary annual bonus based on company performance, business unit performance, and individual performance
Ability to grow internally with a rapidly expanding team into a Lead Customer Service Representative, Customer Service Manager, or Call Center Manager

Have questions or want an update on your application? Text our Corporate Recruiter, Amanda @ View phone number on click.appcast.io.