Customer Service Representative (CSR)

Location: Redwood City, CA Role Position Title: Customer Service Representative (CSR) Company Name: Bayshore Plumbers Compensation: $25.00 - $40.00 base salary, per hour Job Overview: Bayshore Plumbers is seeking a highly organized, proactive, and leadership-driven Lead Customer Service Representative (Lead CSR) to oversee daily customer interactions, technician coordination, reporting, and administrative operations. This role is essential in ensuring customers receive exceptional service and technicians operate efficiently throughout the day. If you excel in fast-paced environments, love bringing order to chaos, and take ownership of results, you will thrive in this role. Who We Are: Bayshore Plumbers is a family-owned and operated plumbing business proudly serving the San Francisco Peninsula for over 20 years. As a Disabled Veteran-Owned Business, we are built on values of integrity, professionalism, and top-quality craftsmanship. From emergency plumbing solutions to installations of premium brands such as NORITZ, Pelican Water Systems, Rheem, Rinnai, and Takagi, our team ensures every customer receives efficient, reliable service. We are known for: Being one of the highest-paying companies in the area. A high retention rate, with employees often retiring with us. A team culture where we stand behind one another. Career growth supported by training, certifications, and technology tools. Deliver top-tier customer service across phone, email, messaging, and scheduling platforms Monitor and resolve customer complaints, feedback, and escalations Ensure all follow-ups are completed and documented in company systems Track technician locations, job statuses, and daily progress Monitor performance indicators such as: Missed calls Delayed responses Incomplete jobs Improper estimate procedures (e.g., lack of Blue-Collar documentation) Report underperformance or deviations to management Report issues such as: Lack of responsiveness Delays Zero-dollar invoices Incomplete estimates Lack of Blue-Collar documentation Daily & Weekly Reporting Prepare and deliver weekly reports, including: Estimates closed Customer complaints and feedback Follow-ups completed vs. pending Generate weekly Collections Reports Track zero-dollar invoices, late jobs, unresolved estimates, and all technician activity Digital Presence Monitoring Check Yelp, Nextdoor, and Solutions email inboxes regularly Flag important reviews, complaints, or urgent customer messages for management Follow up on open estimates and assist in closing them Support permit applications and tracking for jobs requiring city approvals Assist in payroll coordination, including technician timesheet accuracy Support collections efforts by contacting customers with outstanding balances End-of-Day Responsibilities Ensure technician last calls between 4:00 PM-6:00 PM are scheduled, confirmed, and documented Confirm job completion statuses and plan carryover tasks when needed Dispatch Management Schedule and dispatch technicians for all daily jobs Coordinate routes to optimize time and reduce technician downtime Follow-ups & Feedback Conduct daily follow-ups on jobs completed the previous day Collect and record customer feedback for quality assurance Document insights for training and performance improvement Track open estimates and assist in closing them promptly Ensure documentation, photos, notes, and pricing are complete Monitor Yelp, Nextdoor, and Solutions email platforms daily Respond to or elevate customer messages and reviews Weekly Reports Prepare weekly summaries of: Estimates closed Follow-up statuses Customer complaints and feedback Technician performance notes Qualifications: Minimum 2-4 years in customer service, administrative support, dispatch, or office coordination Strong leadership and team oversight experience Excellent organizational, time management, and multitasking skills Strong written and verbal English communication Ability to work under pressure in a fast-paced service environment Tech-savvy: experience with dispatching software, CRM tools, and scheduling systems preferred High-quality leads provided (no cold calling required) Bi-weekly pay cycle Paid training and ongoing sales coaching Company tablet / tech package Company events, rewards, incentive programs Long-term career growth into management for top performers A work culture that rewards excellence, intensity, and ambition Schedule: Full-time, year-round work. Monday - Friday, morning shifts. Rotating weekends and overtime as needed. Work Location: Primary location: Redwood City, CA (94063). Work performed on-site at customer locations throughout the San Francisco Peninsula. We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status. Join Bayshore Plumbers and take your plumbing career to the next level – where sales skills and service excellence are rewarded! Job Type: Full-time Experience: Plumbing: 5 years (Required) Ability to Commute: Redwood City, CA 94063 (Required) Industry: Plumbing & Underground Construction (Residential, Commercial) #J-18808-Ljbffr