CUSTOMER SERVICE REPRESENTATIVE

Benefits Health insurance Opportunity for advancement Paid time off Training & development Vision insurance 401(k) Competitive salary Dental insurance Employee discounts BENJAMIN FRANKLIN of WILMINGTON Customer Service Representative (CSR) Full-Time | Customer Service & Dispatch Support Competitive Pay + Career Growth Opportunity We are looking for a highly organized, professional, and customer-focused Customer Service Representative (CSR) to join our growing home services team. This position is critical to our daily operations. The CSR is often the first impression customers have of our company and plays a major role in delivering an exceptional customer experience while helping keep our technicians productive and our schedules running efficiently. If you thrive in a fast-paced environment, communicate well under pressure, and enjoy helping people, we want to talk to you. What You’ll Do Customer Service Answer inbound calls professionally and efficiently Schedule service appointments for plumbing, and electrical customers Respond to customer questions and concerns with professionalism and urgency Help create a positive customer experience from first call to job completion Set clear expectations with customers regarding scheduling and service Scheduling & Dispatch Support Manage incoming service requests and appointment scheduling Support dispatch operations and technician scheduling Monitor pending jobs and ensure no customer is overlooked Coordinate with technicians and office staff throughout the day Assist with callback scheduling and emergency requests Administrative Support Document customer information and job notes accurately in Service Titan Help maintain organized scheduling and dispatch records Customer Retention & Follow-Up Make outbound calls for: Appointment confirmations Membership follow-up Unsold estimates Maintenance reminders Customer check-ins Help maintain strong customer retention and rebooking rates What We’re Looking For Strong communication and customer service skills Ability to multitask in a fast-paced office environment Organized and detail-oriented mindset Ability to stay calm and professional under pressure Positive attitude and team mentality Strong computer and phone skills Ability to learn ServiceTitan and company systems Preferred Experience Customer service experience Dispatching or scheduling experience Experience in HVAC, plumbing, electrical, or home services industry Experience with ServiceTitan is a PLUS Performance Expectations Successful CSRs In This Role Are Expected To Maintain a high call booking rate Keep customer interactions professional and efficient Support technician productivity and schedule flow Accurately document customer information Deliver excellent customer service consistently What We Offer Competitive hourly pay Full-time, year-round work Supportive team environment Ongoing training and development Advancement opportunities Stable and growing company Paid time off and holidays Health benefits (if applicable) About Us We are a well established home service company focused on delivering an exceptional customer experience through professionalism, urgency, communication, and quality service. Our Team Operates With a Strong Culture Built Around Integrity Accountability Teamwork Customer-first service We are looking for people who want to grow with us long-term and contribute to a high-performing team environment. Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate. Compensation: $18.00 - $24.00 per hour Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate. #J-18808-Ljbffr Benjamin Franklin Plumbing, LLC