Customer Service Representative

LeMaster Plumber; Ashburn (VA); On-site; USD 29,000 - 33,000; Full time

Benefits offered by this job

Paid days off

Paid training on ServiceTitan and our‑

call process

Job summary

LeMaster Plumber is hiring a front-office role in Ashburn, VA to become the voice of the company. You will book jobs, dispatch technicians, and manage follow-ups with members and customers, all while delivering a high standard of service in a hands-on environment.

The role is in-person, full-time, weekdays, with an hourly rate of $21.00–$24.00. You will work directly with the owner and contribute to growth as the company scales its operations in Northern Virginia.

Qualifications

• 2+ years of inbound phone customer service experience.
• Ability to turn calls into booked jobs and upsell memberships.
• Clear, calm phone voice and fast, accurate typing (45 wpm).
• Stay organized with multiple channels during busy times.
• Knowledge of Northern Virginia geography for dispatching.
• Ability to work in-person at Ashburn, VA office and pass a background check.

Responsibilities

• Answer inbound calls, texts, website leads, and chats; qualify and book in ServiceTitan.
• Run dispatch board; assign/reassign by location, skill and capacity.
• Confirm next-day appointments by phone/text; inform customers of delays.
• Follow up on open estimates and move to a decision.
• Promote LeMaster Care Plan and schedule member maintenance visits.
• Process payments, send invoices, and collect balances.
• Maintain clean customer records and update statuses.
• Request Google reviews after completed jobs.
• Send daily owner report on calls, bookings, revenue, memberships.

Skills

Inbound phone CS experience

Dispatch/scheduling

Typing 45 wpm

Organized under pressure

Northern Virginia geography

In-person Ashburn office

Work authorization USA

Background check ready

Tools

ServiceTitan

Housecall Pro

Jobber

Job description

Want a seat where your work actually moves the business? LeMaster Plumber is a growing, 5-star-rated Northern Virginia plumbing company, and we are hiring the person who runs our front office: the voice customers hear first, the one who books the jobs and keeps our technicians moving. You will work directly with the owner, learn the trade business from the inside, and grow with a company that is adding trucks, not cutting corners. This is a weekday, daytime, in-person role at our Ashburn office paying $21.00 to $24.00 per hour, and we want someone who is ready for more than a call-center script.

About LeMaster Plumber

LeMaster Plumber LLC is a residential plumbing company serving Fairfax County, Loudoun County, Prince William County, Arlington and Alexandria. We started running calls in 2026 and hold a 5-star rating on Google.

We do drain cleaning, sewer camera inspections, water heater and tankless replacements, water treatment, sump pumps and general repair. We also sell an annual membership, the LeMaster Care Plan, that gives customers a yearly inspection, a waived diagnostic fee and priority scheduling.

We run the business on ServiceTitan. Technicians dispatch from home across Northern Virginia, so our Ashburn office is the phone, the dispatch board and the customer record. The company is owner-operated and growing one truck at a time. This is our first in-house office hire, and you will work directly with the owner.

The role

You are the voice of the company and the person who keeps the day running. Every call, text and web lead comes to you first. You turn it into a booked job in ServiceTitan, put the right technician on it, and keep the schedule intact when jobs run long or cancel.

You also own the follow-up: unsold estimates, maintenance visits for members, open balances and review requests. Our answering service covers nights, weekends and overflow. Business hours are yours.

This is a booking and dispatch job, not a scripted call-center job. Callers have a leaking water heater or a backed-up drain, and they are deciding in the first 30 seconds whether to trust us. A good day is a high booking rate, a tight dispatch board, and customers who got a call back before they had to call us twice.

What you'll do

• Answer inbound calls, texts, website leads and chats during business hours, qualify the request, and book it in ServiceTitan with complete customer and job details
• Run the dispatch board: assign and reassign jobs by location, skill and capacity, move work as jobs run long or cancel, and keep technicians moving across Northern Virginia with as little drive time as possible
• Confirm next-day appointments by phone or text, and call the customer when a technician is running late
• Follow up on every open estimate within 48 hours and work it to a yes or a no
• Offer and apply the LeMaster Care Plan membership on the phone, and schedule member maintenance visits under our booking rules
• Take payments, send invoices, and collect open balances
• Keep customer records clean: correct addresses, tags, job notes and membership status
• Request a Google review after every completed job
• Hand off to the answering service at the end of the day and work its queue first thing each morning
• Send the owner a short daily report: calls, booked jobs, booking rate, revenue booked, memberships sold

What we're looking for

Must have

• 2 or more years of inbound phone customer service experience (call center, front desk, scheduling or dispatch)
• Comfortable asking for the booking and offering a membership; you treat every call as a sale without being pushy
• A clear, calm phone voice, clean written notes, and typing speed of 45 words per minute or better
• Organized under pressure: you can hold a ringing phone, a text thread and a moving dispatch board at the same time
• Working knowledge of Northern Virginia geography (Fairfax, Loudoun, Prince William, Arlington, Alexandria)
• Able to work in person at our Ashburn, Virginia office
• Authorized to work in the United States
• Able to pass a background check (you will handle customer data and payments)

Strongly preferred

• CSR or dispatch experience at a home services company (plumbing, HVAC, electrical, pest control)
• ServiceTitan experience; Housecall Pro, Jobber or FieldEdge also helps
• Bilingual English and Spanish

Schedule and location

• Full-time, Monday to Friday, daytime hours (Eastern)
• In person at our office in Ashburn, Virginia
• Hourly, non-exempt position

What we offer

• $21.00 to $24.00 per hour, based on experience
• Paid days off
• Paid training on ServiceTitan and our call process
• Opportunity for growth with a company that is adding trucks and office staff
• Direct access to the owner, with no layers of management in between

• LeMaster Plumber LLC is an equal opportunity employer. We make hiring decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other characteristic protected by law.