Customer Service Associate

Customer Service Associate We are a high-growth, high-performance plumbing and water treatment company with a relentless focus on serving and impacting our communities within the Southeast Michigan area. Our goal is to be the #1 Kinetico Water Treatment dealer and the largest plumbing company in our market. We are a three-time "TOP PLACES to Work" Company. To achieve this, we need top-tier team members who can dominate the field. We are looking for a results-driven Customer Service Associate to be on our 2nd shift (11:00a.m to 8p.m). This role owns the daily schedule, drives booking performance, and ensures a high-level customer experience from first call through job completion. Experience with ServiceTitan is strongly preferred, as this role requires hands-on management of the dispatch board. You are always improving and learning from others. You actively seek out mentorship, coaching, and new techniques to sharpen your edge. Key Responsibilities: Manage incoming calls to identify, assess, and meet the diverse needs of our customers Book sales appointments from leads coming from sources such as a phone call, internet, lists, etc Dispatch and schedule Keep accurate records of customer interactions Follow established department procedures, guidelines, and policies Serving our external and internal customers with urgency and grace Skills and experience we are looking for: Proven customer service experience Strong phone contact handling Booking sales appointments Dispatch experience Communication experience Bilingual (Spanish) is helpful Active listening skills Solid computer/typing skills Familiarity with MS Office A heart to serve a variety of personalities and (potentially difficult) circumstances Ability to multi-task Ability to prioritize Manage time effectively Willingness to go the extra mile when engaging customers Responsible to close up the office A "Get It Done" Mentality: We will provide quality service along with quality customer experience. Our Call center team is the "Heartbeat" of our operation and serves all departments and customers. The Call center representatives primary responsibility will act as a liaison, providing product and services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Drive a Culture of Accountability & Winning: Excel in a high-performance environment without excuses. You challenge your peers, hold yourself accountable, and raise the bar every single day. Track & Dominate Your Scorecard Know your numbers. Live in your KPIs, because results matter as we drive this offering to our communities Mentor & Uplift Others Around You: Push others to be better. Support our teammates and help create a culture of continuous growth and leading Lifelong Learner & Growth-Minded You are always improving and learning from others. You actively seek out mentorship, coaching, and new techniques to sharpen your edge What We Offer: Competitive pay structure Opportunity to directly influence revenue and operations Career Growth Opportunities- we promote from within! A Highly Competitive, High-Energy Culture- you will be surrounded by A-players. Best-in-Class Training & Coaching- we invest in your success. Industry-Leading Products & Services Ready to drive our business to new levels? If you're a highly competitive, self-driven leader ready to Grow our Water Treatment and Plumbing Service, we want to talk to you.