Customer Service Representative

Job Description

Job Description

• Benefits/Perks
• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities
• Job Summary
• We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure. 

• Responsibilities 

• Customer Service & Communication

• Answer incoming phone calls, emails, and online inquiries. 
• Greet customers professionally and determine what plumbing service they need. 
• Gather customer information, service address, contact information, and description of the problem. 
• Explain service options, policies, pricing, and appointment expectations. 
• Handle customer questions, concerns, and complaints. 
• Follow up with customers after service when appropriate. 

• Scheduling & Dispatch

• Schedule plumbing service calls and appointments. 
• Coordinate the technician's daily schedule. 
• Dispatch technicians to service calls. 
• Monitor technician locations and appointment status. 
• Notify customers of technician arrival times or delays. 
• Reschedule appointments when necessary. 
• Prioritize emergency plumbing calls. 

• Office & Administrative Duties

• Enter customer and job information into the company's software. 
• Create and update work orders. 
• Maintain accurate customer records. 
• Process invoices and payments, if needed. 
• Assist with accounts receivable and collections. 
• Prepare estimates or proposals when directed. 
• Track permits, warranties, callbacks, and other job-related paperwork. 
• File all Back Flow reports and provide filed copies to customers.

• Communication With Technicians

• Relay customer information and job details to technicians. 
• Communicate changes to appointments or job requirements. 
• Document technician notes and customer requests. 
• Help technicians obtain parts, information, or authorization when needed. 
• Coordinate return visits and warranty work. 

• Sales & Customer Retention

• Identify opportunities for additional plumbing services. 
• Explain maintenance plans, memberships, warranties, or financing options. 
• Schedule estimates for larger plumbing projects. 
• Follow up on estimates that have not yet been approved. 
• Maintain positive relationships with existing customers. 
• Encourage repeat business and referrals.

• Qualifications

• High school diploma/GED
• Previous experience as a Customer Service Representative or in a similar role is preferred 
• Comfortable using computers and customer management software
• Excellent phone and verbal communication skills
• Understanding of active listening techniques
• Ability to work well under pressure
• Highly organized with the ability to prioritize projects and manage time effectively