Customer Service Representative

Job Description

Job Description

Overview

Baker Brothers Plumbing, Air & Electric is seeking a customer-focused, organized, and detail-oriented Customer Service Representative (CSR) to join our team. As the first point of contact for our customers, you will play a critical role in delivering an exceptional customer experience by scheduling service appointments, handling inbound and outbound calls, and supporting our technicians through the ServiceTitan platform. The ideal candidate thrives in a fast-paced environment, communicates professionally, and is committed to providing world-class customer service.

Baker Brothers Plumbing, Air & Electric is one of the fastest growing Plumbing, HVAC, and Electrical companies in the DFW Metroplex and has been named a Top 100 Places to Work by the Dallas Morning News multiple times.

What's in it For Me?

• Market Value Compensation
  • $19/hr plus weekly bonuses.
• Vacation & Holiday Pay
• Flexible Schedules
• Health, Vision and Dental plans for you and your family to choose from.
• 401K Retirement Plan with company match up to 30%.
• Life Insurance, Short-Term and Long-Term Disability.
• Special Program Options: FSA, EPA, Legal Services, and Identity Theft.
• Continuous Training for your Professional Development.
• Working in a dynamic, collaborative, and fun environment.
• Coached and supported career growth.
• Employee Engagement and Employee Recognition Programs.

Responsibilities

Key Responsibilities

• Answer incoming customer calls and emails with professionalism, empathy, and enthusiasm.
• Schedule, reschedule, and confirm service appointments using ServiceTitan .
• Accurately document customer concerns, service history, and job notes within ServiceTitan.
• Follow call scripts while personalizing each customer interaction.
• Educate customers on company services, maintenance memberships, promotions, and financing options.
• Resolve customer concerns or escalate issues to management when appropriate.
• Maintain accurate customer records and update contact information.
• Assist with daily administrative tasks, reports, and other office duties as assigned.
• Meet or exceed key performance indicators (KPIs) related to call quality, booking rate, customer satisfaction, and response time.

Qualifications

Qualifications

• High school diploma or GED required.
• Must be able to pass a drug test and background check.
• Previous customer service or call center experience preferred.
• Excellent verbal and written communication skills.
• Strong computer proficiency and ability to learn new software quickly.
• Exceptional organizational and multitasking abilities.
• Positive attitude with a passion for helping customers.
• Ability to remain calm and professional during high-volume periods.
• Strong attention to detail and problem-solving skills.

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.

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