Customer Service Coordinator - Trade Office Operations

Doug Anderson Plumbing And Heating; Billerica (MA); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Health

Dental

Vacation time

Trainings

Small company events

Steady hours

Supportive management

Company-provided gear

Job summary

Doug Anderson Plumbing and Heating in Billerica, MA is seeking a Full-time Customer Service Coordinator, Trade Office Operations to manage customer communications, scheduling, and follow-ups. The role ensures our schedule stays full and every customer receives excellent service from first contact through follow-up.

You will handle incoming leads from Google, Thumbtack, and phone inquiries, book service appointments, and use ServiceTitan to confirm sessions for the next day, all while maintaining

Qualifications

• Professional phone skills.
• Strong oral and written communication skills.
• Excellent customer service skills.
• Comfortable booking and rebooking appointments, and guiding customers through decisions.
• Ability to multitask and stay organized in a fast-paced environment.
• Confidence using scheduling and office software (ServiceTitan experience is a plus).
• Self-motivated with strong follow-through.
• Must have plumbing/heating/AC office work experience, NO MEDICAL or DENTAL background.

Responsibilities

• Manage customer communications, scheduling, and follow-ups to keep the schedule full.
• Handle incoming leads from Google, Thumbtack, and phone inquiries and book service appointments.
• Answer inbound calls and schedule appointments using ServiceTitan, with confirmation calls for next-day sessions.
• Proactively connect with existing customers, guide maintenance plans, and maintain accurate records.
• Assist with general administrative tasks as needed.

Skills

Professional phone skills

Communication skills

Customer service

Appointment booking

Multitasking

ServiceTitan

Self-motivation

Industry experience

Tools

ServiceTitan

Job description

About Doug Anderson Plumbing and Heating:

We are a thriving local company grounded in integrity, dependability, and a strong sense of community. Our focus is on providing top-notch plumbing and heating services while ensuring outstanding customer experiences. Our growth stems from our dedication to customer satisfaction, the well-being of our employees, and building lasting relationships. We encourage open communication, promote continuous improvement, and cultivate a workplace culture where every individual's contributions are appreciated.

POSITION DETAILS:

Role: Full-time Customer Service Coordinator, Trade Office Operations

Location: Billerica, MA

Pay: Earn up to $28 per hour

Schedule: 8 am-5 pm, Monday through Friday

WHAT YOU'LL BE DOING:

In this Customer Service Coordinator, Trade Office Operations role, you manage customer communications, scheduling, and follow-ups, ensuring our schedule remains full and that every customer receives excellent service from initial contact through follow-up. You handle incoming leads from various platforms, including Google, Thumbtack, and phone inquiries, responding promptly to book service appointments. As you answer inbound calls and schedule appointments using ServiceTitan, you also make confirmation calls for the next day's sessions. You proactively connect with existing customers, guide them through maintenance plans, and emphasize the value of these services, while maintaining precise customer records and job details. With multiple communication channels to monitor, you stay organized and on top of follow-ups independently and assist with general administrative tasks as needed.

QUALIFICATIONS:

• Professional phone skills
• Strong oral and written communication skills
• Excellent customer service skills
• Comfortable booking and rebooking appointments, and guiding customers through decisions
• Ability to multitask and stay organized in a fast-paced environment
• Confidence using scheduling and office software (ServiceTitan experience is a plus)
• Self-motivated with strong follow-through
• Must have plumbing/heating/AC office work experience, NO MEDICAL or DENTAL background

HERE'S WHAT WE OFFER:

• Health
• Dental
• Vacation time
• Trainings
• Small company events
• Steady hours
• Supportive management
• Company-provided gear