Client Care Representative

Benjamin Franklin Plumbing, LLC; Butler (NJ); On-site; USD 20,457 - 29,136; Full time

Benefits offered by this job

Bonus based on performance

Health insurance

Flexible scheduling

Competitive pay

Job summary

Benjamin Franklin Plumbing, LLC is seeking a Call Center Associate to handle incoming client calls and help manage dispatched service and maintenance appointments. You will communicate professionally, provide timely updates, and support light marketing efforts while maintaining accurate client records.

The role emphasizes dependable communication, punctual call handling, and a proactive approach to scheduling and customer care, contributing to a positive first impression of the company.

Qualifications

• High school diploma or equivalent required.
• Above-average verbal and telephone communication skills are essential.
• Must have good computer software skills.
• Prior customer service experience preferred.
• Good conflict resolution skills.

Responsibilities

• Answers incoming client telephone calls and recognizes that this is where the client will form their first impression of the company.
• Good communication with the client is essential; has a courteous and pleasant demeanor, whether on a phone call or not.
• Ensures that each telephone call is answered before the third ring and that the approved company greeting and script is used each time.
• Notifies clients ahead of time without fail if the plumber is not going to arrive at their home within the scheduled time window.
• Calls Agreement Membership clients; as scheduled service appointments, should be booked to make up for any shortfall of repair calls.
• Updates clients' accounts with proper information.
• Outbound calling to customers for service reminders.
• Light email marketing and online marketing duties.
• Light administrative duties.

Skills

Verbal communication

Telephone communication

Conflict resolution

Customer service experience

Education

High school diploma or equivalent

Tools

Service Titan CRM

Excel

Job description

Job Summary

This position answers incoming client telephone calls. Assists with the supervision and dispatching of all scheduled service and maintenance calls. Reports to the Call Center Manager.

Job Duties

• Answers incoming client telephone calls and recognizes that this is where the client will form their first impression of the company.
• Good communication with the client is essential; has a courteous and pleasant demeanor, whether on a phone call or not.
• Ensures that each telephone call is answered before the third ring and that the approved company greeting and script is used each time.
• Notifies clients ahead of time without fail if the plumber is not going to arrive at their home within the scheduled time window.
• Calls Agreement Membership clients; as scheduled service appointments, should be booked to make up for any shortfall of repair calls.
• Updates clients' accounts with proper information.
• Outbound calling to customers for service reminders.
• Light email marketing and online marketing duties.
• Light administrative duties.

Minimum Requirements

• High school diploma or equivalent required.
• Above-average verbal and telephone communication skills are essential.
• Must have good computer software skills.
• Prior customer service experience preferred.
• Good conflict resolution skills.

Beneficial Skills And Experience

• Proficient with Service Titan CRM.
• Proficient in Excel.
• Sales experience.
• Experience working within a franchise system or plumbing and trades industry.
• Marketing content creation and execution (online and email).

Benefits

• Bonus based on performance.
• Health insurance.
• Competitive pay.
• Flexible scheduling.
• Unlimited career path with world‑class training programs.

Compensation: $18.00 per hour