Customer Service Intake Specialist - Specialized Plumbing

Job Description

Job Description

We are a niche company and we are rapidly expanding! Our company provides residential and commercial leak detection and plumbing repair services throughout much of Central and South Texas. We are a faith-based, family-owned business. 

We need more Customer Service Specialists! Our CSR team works closely with dispatcher, service managers, and field technicians to intake service requests and ensure customers receive prompt and reliable service. 

Our office team are the first point of contact for the customer seeking our services. Excellent communication skills are a must to pivot the customer into the appropriate service required. The skillset of this Specialist includes attention to detail while gathering information of the customer’s needs, articulating our services in a concise manner, and ultimately scheduling service in a timely manner in coordination with the dispatcher. Professional and considerate communication is a requirement while addressing the customer’s needs. 

We value and invest in employee growth, so a mechanical aptitude can help this new Specialist understand the training of our plumbing systems. Proficient computer skills including MS Office and general office equipment are a requirement. All of our systems such as our client database, phone operating system (VoIP) and dispatching workflow are web-based. Familiarity with Service Titan software is helpful and bilingual is a plus.

Only candidates who work well with independent responsibilities integrated into a team environment and who work with dedication and commitment to their customers should apply. 

Key Responsibilities

• Professional and friendly demeanor
• Answer incoming customer calls promptly with care and consideration using proper phone etiquette
• Listen to customer concerns by practicing active listening and empathy
• Follow up directly with customers on open estimates and leads for service
• Demonstrate understanding of our services to provide clear explanation to the customer in order to schedule appropriately
• Schedule service appointments for technicians in coordination with dispatch team 
• Comfortable using computer and scheduling software (Microsoft 365 programs and ServiceTitan)
• Accurately create and update customer records and appointments, demonstrating attention to detail
• Assist co-workers by streamlining procedures, utilizing problem-solving skills
• Coordinate with other departments to ensure compliance with established policies
• Cultivate and maintain trusting relationships with commercial clients, customers, and colleagues to optimize performance and foster loyalty, ensuring a positive Customer Experience