Client Care Representative

Ensor Plumbing is looking for a Customer Service Representative to join our team in the Hereford, Maryland office. The role is an important one within our company; the Client Service Representative is the first voice of Ensor Plumbing and plays a vital role in maintaining, growing, and serving our client base. The ideal candidate will have a customer‑first mindset, delivering high‑quality service in every interaction and effectively communicating with both field personnel and clients. Responsibilities Perform computer functions with skill, efficiency and accuracy. Proficiency with Microsoft Excel, Word, Google, emailing and more. Know the local area and be able to read a map. Understand the schedule as it evolves throughout the day. Prioritize calls. Accurate documentation of proper forms related to technicians and calls. Communicate call status to other employees and managers. Perform outbound calls for re‑occurring and maintenance services, scheduling calls, and long‑term estimate lead opportunities, proposal/inspection, and all other outbound. Track Scoreboard Goal Requirements. Help with event planning and party planning for company events and community events. Requirements Understand all service Ensor Plumbing performs to accurately book calls. Follow call‑taking script for inbound and outbound calls. Know and understand the role and duties of the CCR and how it relates to dispatch. Be able to cross‑train with Dispatch job requirements when necessary, following all customer call steps outlined in Mission. Control in order to book and dispatch for profits. Know and understand the type and the reason for various equipment that might be used on the service calls. Strong ability to multi‑task. Ability to get along with and work with other team members. Ability to work well under stress. Have an exceptional ability to understand the needs of the customer and technicians. Handle unhappy clients and let the Administrative Manager know of any challenges. Base understanding of marketing and ability to track calls, specials and other marketing leads along with social media creating, posting and tracking abilities. Excellent organizational skills. Working Conditions Typically a 20‑30 hour work week. Occasional overtime may be required for special projects and coverage during vacations. Educational Requirements: High School Diploma or equivalent. Drug/Alcohol Testing and Motor Vehicle Check performed prior to employment and during employment with no advanced notice. Position reports directly to the operations and administrative managers. Courtesy and respect are expected at all times toward all members of our team. Ability to perform as a team player; other duties as assigned by manager. Possibility to work remotely: Preferred office position, but can work remote during inclement weather. Ideal Candidate Traits Dependable — more reliable than spontaneous. People‑oriented — enjoys interacting with people and working on group projects. Adaptable/flexible — enjoys doing work that requires frequent shifts in direction. Detail‑oriented — would rather focus on the details of work than the bigger picture. Autonomous/Independent — enjoys working with little direction. High‑stress tolerance — thrives in a high‑pressure environment. Contact: Call View phone number on click.appcast.io, visit or email View email address on click.appcast.io #J-18808-Ljbffr