Customer Service Intake Specialist - Specialized Plumbing

Job Description

Job Description

Customer Service Specialist / Inside Sales

American Leak Detection of San Antonio is a niche service company that is growing rapidly! We provide residential and commercial leak detection and plumbing repair services throughout much of Central and South Texas. We are a faith-based, family-owned business that values integrity, exceptional customer service, teamwork, and treating people well.

We are looking for an energetic and confident Customer Service Specialist who is comfortable with both customer service and phone sales .

Our Customer Service Specialists are the first point of contact for customers who call us because they have a problem and need help. This position is more than simply answering phones and taking messages. Our CSRs listen carefully to the customer's concerns, identify the appropriate service, clearly explain how we can help, address questions or hesitation, and convert qualified incoming calls into scheduled service appointments. 

The right person will be friendly, professional, confident on the phone, and comfortable guiding a conversation toward booking an appointment while still providing an excellent customer experience.

Our CSR team works closely with dispatchers, service managers, and field technicians to ensure each customer receives prompt, professional, and reliable service.

What You'll Do

• Answer incoming customer calls promptly with a professional, friendly, and confident demeanor.
• Build rapport quickly and make customers feel comfortable choosing American Leak Detection.
• Ask effective questions to understand the customer's problem and determine the appropriate service.
• Clearly explain our services, process, pricing structure, and value to customers.
• Guide qualified callers toward scheduling an appointment and confidently ask for the booking.
• Handle common customer questions and objections professionally without using high-pressure sales tactics.
• Follow up with customers on open estimates, unscheduled leads, and service opportunities.
• Work with the team toward established goals for call-to-booking conversion and scheduled revenue opportunities.
• Schedule service appointments accurately while coordinating availability with the dispatch team.
• Maintain accurate customer information, service details, appointments, and notes in ServiceTitan.
• Communicate effectively with dispatchers, service managers, technicians, and other departments.
• Develop a strong understanding of leak detection, plumbing systems, and the services we provide.
• Maintain positive relationships with residential customers, commercial clients, and referral partners.
• Help improve processes and contribute ideas that improve the overall customer experience.

What We're Looking For

Our ideal candidate has experience in customer service, inside sales, call centers, service businesses, home services, scheduling, and/or appointment setting .  We are looking for someone who takes ownership of their responsibilities, enjoys helping customers, and understands that every incoming phone call is an opportunity to solve a customer's problem while helping our company grow.

If you are confident on the phone, enjoy working with people, and like the satisfaction of turning a customer inquiry into a scheduled solution, we would love to hear from you!

You may be a great fit if you:

• Enjoy talking with people and building rapport over the phone.
• Are comfortable asking customers to schedule or move forward with a service.
• Can turn a customer's uncertainty into confidence about the next step.
• Have excellent communication and active-listening skills.
• Can explain information clearly without sounding scripted.
• Are comfortable handling objections such as price, timing, or customers wanting to "think about it."
• Have strong attention to detail and organizational skills.
• Can manage multiple calls, customers, and priorities throughout the day.
• Work well independently while also being part of a team.
• Are dependable, accountable, and committed to providing excellent customer service.
• Have proficient computer skills and are comfortable learning web-based programs.

Experience with ServiceTitan is a plus but not required.

Experience in plumbing, HVAC, restoration, construction, home services, property management, or another service-based industry is also a plus.

Mechanical aptitude is helpful because we provide extensive training on our services and plumbing systems.

Bilingual English/Spanish is a plus.

Technology

Our office operates in a technology-driven environment. Candidates should be comfortable using:

• Microsoft 365
• Web-based scheduling and customer management systems
• VoIP phone systems
• ServiceTitan or similar CRM/dispatch software
• General office equipment

Compensation

This is an hourly position with weekly Friday paydays.

Compensation is DOE - dependent on experience.