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 specialise 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 elevate 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 #J-18808-Ljbffr ACME PLUMBING