Call Center CSR - Plumbing

Seacoast Service Partners, LLC.

Orlando, Northern (FL, KY)

Hybrid

USD 46,000 - 54,000

Full time

4 days ago

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Paid time off and holidays

Career development

Job summary

Seacoast Service Partners, LLC. seeks a Customer Service Representative in Orlando, FL to handle high-volume calls for residential plumbing services. In-person role with a pay range of $22-$26 per hour plus performance incentives, contributing to strong customer experiences and booked service appointments.

The role emphasizes accurate data entry, CRM usage, and collaboration with dispatch teams to ensure smooth handoffs and high-quality service delivery.

Qualifications

2+ years in a call center or high-volume customer service environment.
Experience in plumbing or home services is preferred.
Inbound and outbound calling experience required.
Proficient with a CRM or customer management system.
Strong written and verbal communication skills.
Comfortable in a performance-driven environment with targets.

Responsibilities

Handle inbound and outbound calls for residential plumbing services.
Convert qualified calls/leads into booked service appointments.
Provide professional, helpful, and efficient customer service.
Address questions/objections while guiding to service solutions.
Follow scripts, processes, and brand standards.
Maintain accurate customer/lead/job data in the CRM.
Support dispatch handoffs and cross-location coordination.

Skills

Call center experience

Customer service

Inbound calls

Outbound calls

CRM usage

Communication skills

Bilingual English/Spanish

Google Sheets / Excel

In person work

Education

High school diploma or equivalent

Tools

CRM system

RingCentral

Google Local Services Ads

Call tracking / attribution

Job description

Description

Call Center CSR - Plumbing

Location: Orlando, FL
Job Type: Full-time
Work Location: In person
Pay: $22-$26 per hour depending on experience, plus a performance-based incentive structure

About Us

Seacoast Service Partners is a growing service platform supporting leading HVAC, plumbing, refrigeration, and related service companies across Florida. We are focused on building strong local teams, delivering quality service, and creating growth opportunities for the people who represent us.

At SSP, our core values guide how we work every day: Working Together, Safety Above All, Integrity & Trust, and Results & Growth.

Position Summary

Seacoast Service Partners is seeking an experienced Customer Service Representative with a strong background in customer service, call center operations, or customer care within the plumbing or home services industry.

This role supports customers across our residential plumbing businesses by handling inbound and outbound communications, understanding customer needs, and converting qualified calls and leads into booked service appointments. The Customer Experience Specialist also helps maintain accurate customer information and ensures a smooth handoff between the customer service and dispatch teams.

The right candidate is comfortable in a high-volume service environment, knows how to handle customer questions and objections, and understands the importance of both customer experience and booking performance.

What You’ll Do

Handle inbound and outbound customer calls for residential plumbing services
Identify customer needs and convert qualified calls and leads into booked service appointments
Provide professional, helpful, and efficient customer service throughout each interaction
Handle customer questions and objections while keeping conversations focused on finding the appropriate service solution
Follow established call scripts, processes, and brand standards
Create and maintain accurate customer, lead, and job information within the CRM
Support dispatch handoffs and communicate accurate information to the appropriate team
Maintain accurate lead statuses and customer records
Follow established procedures for Google Local Services Ads leads and customer inquiries
Support lead tracking and routing across multiple locations
Help maintain service levels during periods of high call volume
Participate in call reviews, coaching, training, and ongoing performance development

What Success Looks Like

Qualified calls and leads are consistently converted into booked service appointments
Customers receive responsive, professional, and helpful service
Customer questions and objections are handled confidently and effectively
Calls are handled efficiently while maintaining a strong customer experience
Customer, lead, and job information is entered accurately and consistently
Dispatch handoffs are accurate and complete
Established scripts, processes, and service standards are followed
Coaching and feedback are applied to continued performance improvement
Individual performance contributes to team booking, call quality, and customer service goals

Required Qualifications

2+ years of experience in a call center, high-volume customer service, or customer care environment
Customer service experience within plumbing or a related home services environment
Experience handling inbound and outbound customer calls
Experience working with a CRM or customer management system
Strong customer service and communication skills
Ability to confidently handle customer questions and objections
Comfortable working in a performance-driven environment with call and booking expectations
Strong written and verbal communication skills
Basic proficiency with Google Sheets or Excel
High school diploma or equivalent
Ability to work in person at our Orlando office

Preferred Qualifications