Customer Service Representative

At Plumbing Outfitters, we're more than just a plumbing company — we're a championship team dedicated to setting the NEW STANDARD in customer service and… Type full-time Location Taylor, TX (in-person) Department Customer Care At Plumbing Outfitters, we're more than just a plumbing company — we're a championship team dedicated to setting the NEW STANDARD in customer service and craftsmanship. Built on a foundation of trust, integrity, and service, we take pride in serving not only our customers but also our team and community. As a Customer Service Representative (CSR), you are the first voice our customers hear. Your role is critical in making a 5-star first impression, ensuring smooth service scheduling, and delivering an exceptional customer experience. What You'll Be Doing Customer Interaction & Call Handling: answer incoming calls with professionalism, maintain a 90%+ booking rate following our structured call guidelines, effectively overcome price objections with persuasive and positive communication, handle customer follow-ups, and outbound to bring in new lead opportunities Scheduling & Service Coordination: book and schedule service calls, working closely with dispatch to maintain an optimized schedule; monitor and schedule leads from all lead sources Customer Experience & Follow-Ups: perform follow-up calls on estimates and unscheduled work orders Data Accuracy: maintain customer records in ServiceTitan, keeping data clean and up to date Collaboration: attend weekly Operations Day and monthly company huddle breakfasts; participate in ongoing CSR training; support the General Manager and Customer Service Manager with administrative tasks or special projects Monday – Friday · Day shift · No nights, no weekends In-person role — work from our office with a dynamic and engaged team Full-time (40 hours/week) What You Bring 2+ years of CSR or dispatch experience (plumbing, HVAC, or similar trade preferred) Comfortable using ServiceTitan or other CRM/dispatching software (preferred but not required) Ability to multitask and move with precision urgency in a fast-paced environment Strong persuasive communication and active listening skills Highly organized with attention to detail Upbeat, positive, and friendly — a team player with a can-do attitude Adaptable and resourceful, able to think critically under pressure Empathetic and patient, ensuring every customer feels valued Personal values aligned with Character, Humility, Accountability, Mindfulness, Precision, and Service (CHAMPS) What We Offer $16.00 – $23.00 per hour (based on experience) 401(k) with company matching Performance bonuses Medical, dental, and vision insurance Paid time off (PTO) & paid parental leave Your guide for all things plumbing Ready to find your way out of plumbing trouble? Call the Outfitters or request service online — a real team member will guide you through the next steps. No dispatch fee, free estimates, same-day service across Taylor, TX and beyond. 100% Satisfaction Guarantee Mon–Tue: 7:00 AM – 5:00 PM · Wed–Fri: 7:00 AM – 8:00 PM · Sat: 8:00 AM – 4:00 PM · Sun: 8:00 AM – 4:00 PM #J-18808-Ljbffr Plumbing Outfitters