Customer Service Representative

Patrick David Plumbing Llc; Bethel Park (Allegheny County); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

Dental insurance

Vision insurance

Competitive compensation

Career growth opportunities

Job summary

Patrick David Plumbing Llc in Bethel Park, PA seeks a Customer Service Representative to manage inquiries, schedule plumbing services, and coordinate technicians. You will gather details, explain options, and ensure a smooth service experience for customers.

The ideal candidate communicates well, stays composed under pressure, and maintains accurate records while supporting billing, estimates, and follow-ups as needed.

Qualifications

• High school diploma or GED required.
• Previous CSR experience preferred.
• Comfortable using computers and CRM software.
• Strong phone and verbal communication.
• Ability to stay calm under pressure.
• Highly organized with good time management.

Responsibilities

• Answer calls, emails, and inquiries and determine needs.
• Greet customers and identify plumbing services required.
• Collect customer info, address, contact details, and issue description.
• Explain service options, policies, pricing, and expectations.
• Handle questions, concerns, and complaints; follow up after service.
• Schedule service calls and coordinate technician calendar.
• Dispatch technicians and monitor appointment status.
• Notify customers of arrival times and delays; reschedule as needed.
• Enter data into software; create and update work orders.
• Maintain records, process invoices/payments if needed.
• Assist with AR/collections and prepare estimates.
• Track permits, warranties, callbacks, and paperwork.
• Relay details to technicians and document notes.
• Coordinate return visits and warranty work as needed.
• Identify opportunities for additional plumbing services.
• Explain plans, memberships, warranties, or financing options.
• Follow up on unapproved estimates; foster relationships.

Skills

Excellent communication skills

Verbal communication

Active listening

Time management

Customer-focused

Computer literacy

CRM software familiarity

Education

High school diploma/GED

Tools

CRM software

Job description

Benefits

• 401(k)
• Health insurance
• Paid time off
• Dental insurance
• Vision insurance

Benefits/Perks

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities

Job Summary

We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, process requests, escal and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure.

Responsibilities

Customer Service & Communication

• Answer incoming phone calls, emails, and online inquiries.
• Greet customers professionally and determine what plumbing service they need.
• Gather customer information, service address, contact information, and description of the problem.
• Explain service options, policies, pricing, and appointment expectations.
• Handle customer questions, concerns, and complaints.
• Follow up with customers after service when appropriate.

Scheduling & Dispatch

• Schedule plumbing service calls and appointments.
• Coordinate the technician's daily schedule.
• Dispatch technicians to service calls.
• Monitor technician locations and appointment status.
• Notify customers of technician arrival times or delays.
• Reschedule appointments when necessary.
• Prioritize emergency plumbing calls.

Office & Administrative Duties

• Enter customer and job information into the company's software.
• Create and update work orders.
• Maintain accurate customer records.
• Process invoices and payments, if needed.
• Assist with accounts receivable and collections.
• Prepare estimates or proposals when directed.
• Track permits, warranties, callbacks, and other job-related paperwork.
• File all Back Flow reports and provide filed copies to customers.

Communication With Technicians

• Relay customer information and job details to technicians.
• Communicate changes to appointments or job requirements.
• Document technician notes and customer requests.
• Help technicians obtain parts, information, or authorization when needed.
• Coordinate return visits and warranty work.

Sales & Customer Retention

• Identify opportunities for additional plumbing services.
• Explain maintenance plans, memberships, warranties, or financing options.
• Schedule estimates for larger plumbing projects.
• Follow up on estimates that have not yet been approved.
• Maintain positive relationships with existing customers.
• Encourage repeat business and referrals.

Qualifications

• High school diploma/GED
• Previous experience as a Customer Service Representative or in a similar role is preferred
• Comfortable using computers and customer management software
• Excellent phone and verbal communication skills
• Understanding of active listening techniques
• Ability to work well under pressure
• Highly organized with the ability to prioritize projects and manage time effectively