Customer Service & Scheduling Specialist

Job Description

Job Description

Upshaw Plumbing is seeking an experienced Customer Service & Scheduling Specialist to be the first point of contact for our customers and help manage our daily service schedule.

This is not a receptionist or basic call-answering position . We are looking for someone who can combine warmth and empathy with confidence, efficiency, and good judgment.

This position requires the ability to understand a customer's true need, recognize urgency, prioritize calls appropriately, and confidently guide the customer through the scheduling process.

Responsibilities

• Answer incoming calls with a warm, professional, and confident tone
• Listen carefully and demonstrate genuine empathy and care
• Ask effective qualifying questions to understand the customer's needs and urgency
• Triage and prioritize calls appropriately
• Lead conversations while keeping calls focused and efficient
• Schedule and confirm service appointments
• Clearly explain our appointment process and applicable fees
• Maintain accurate customer and job information in our CRM
• Coordinate schedule changes with customers and technicians
• Make outbound calls for customer follow-up and scheduling opportunities
• Help maintain an organized and efficient daily service schedule

Qualifications

Minimum 2 years of professional phone-based customer service, scheduling, dispatching, inside sales, or service-industry office experience required.

The ideal candidate will have:

• Exceptional communication and listening skills
• A warm, caring, and empathetic personality
• Professional and confident phone presence
• Strong critical-thinking and problem-solving skills
• Ability to ask effective qualifying questions
• Good judgment and ability to prioritize customer needs
• Ability to remain calm and professional with concerned or frustrated customers
• Strong organization and attention to detail
• Ability to multitask and adjust priorities in a fast-paced environment
• Dependable attendance and punctuality

What Success Looks Like

Success means the customer hangs up feeling:

“They listened to me, they understand what I need, they care about getting it resolved, and I feel confident Upshaw Plumbing is going to take care of me.”

Schedule

• Full-time
• Monday-Friday

About Upshaw Plumbing

Upshaw Plumbing is a small, tight-knit team committed to providing high-quality service while building lasting relationships with our customers.

Our core values guide how we work with our customers and each other:

Reliability • Honesty • Communication • Integrity • Efficiency • Timeliness

If you have professional phone experience, genuinely enjoy helping people, can balance empathy with efficiency, and have the judgment to understand and prioritize customer needs, we'd like to hear from you.

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