Customer Service Representative

Acme Plumbing Co.; Durham (NC); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Health insurance

401k matching

Paid time off

Discretionary annual bonus

On-the-job training

Job summary

Acme Plumbing is seeking a Customer Service Representative to join our Durham, NC team. You will be the first voice homeowners hear, handling inbound calls, texts, and web requests, and turning inquiries into booked service calls using ServiceTitan.

You’ll manage scheduling with the Dispatcher, make outbound confirmations and reminders, and promote our Maintenance Membership Program while maintaining accurate customer records.

Qualifications

• 1+ year of call center or high-volume phone customer service experience.
• Hands on ServiceTitan experience (booking, scheduling, customer records)
• Clear & friendly phone etiquette, and professional written communication
• Comfort multi-tasking between phone calls, text, the schedule, and emails daily
• Reliable attendance - your shift will begin at 7:30am
• Proactive with identifying and resolving needs, self starter
• Experience with Microsoft 365 (Outlook, Excel, Teams)
• Motivated to grow internally into a Lead Customer Service Representative, or Customer Service Manager

Responsibilities

• Answer inbound calls, text, and web requests
• Turn calls into booked service calls, utilizing ServiceTitan, by asking the right questions and setting expectations
• Manage the schedule with the Dispatcher to ensure our Technicians are productive
• Make outbound calls; appointment confirmations, follow-ups, unsold estimates & maintenance reminders
• Promote & enroll customers into our Maintenance Membership Program
• Maintain accurate customer accounts in ServiceTitan, including all job notes & call outcomes
• Handle billing questions & customer concerns in a calm and professional manner, and elevate to leadership when necessary

Job description

Residential & Commercial Plumbing Industry

Reports to General Manager

This role will be working 100% in our Durham, NC office Monday through Friday 7:30a - 4p.

Acme Plumbing is a family-founded residential & commercial plumbing company that has served the Raleigh, Durham, and Chapel Hill "Triangle" area since 1947. The company has built a multi-generational legacy of integrity, craftsmanship, and community trust.

We specialise in a comprehensive range of plumbing solutions, including residential service and repair, maintenance, installation, commercial installations, and full-scale renovations. Known for our "Deep Roots, Modern Approach" philosophy, we combine decades of technical expertise with a commitment to modern technology and professional service excellence.

Customer Service Representative Role: We are looking for a new teammate to support our Customer Service Department to take exceptional care of our customers. You will be the first voice homeowners hear, and will ensure each caller feels taken care of.

What you’ll do

• Answer inbound calls, text, and web requests
• Turn calls into booked service calls, utilizing ServiceTitan, by asking the right questions and setting expectations
• Manage the schedule with the Dispatcher to ensure our Technicians are productive
• Make outbound calls; appointment confirmations, follow-up's, unsold estimates & maintenance reminders
• Promote & enroll customers into our Maintenance Membership Program
• Maintain accurate customer accounts in ServiceTitan, including all job notes & call outcomes
• Handle billing questions & customer concerns in a calm and professional manner, and elevate to leadership when necessary

What you’ll need

• 1+ year(s) of call center, or high-volume phone customer service experience
• Hands on ServiceTitan experience (booking, scheduling, customer records)
• Clear & friendly phone etiquette, and professional written communication
• Comfort multi-tasking between phone calls, text, the schedule, and emails daily
• Reliable attendance - your shift will begin at 7:30am
• Proactive with identifying and resolving needs, self starter
• Experience with Microsoft 365 (Outlook, Excel, Teams)
• Motivated to grow internally into a Lead Customer Service Representative, or Customer Service Manager

What's nice to have

• Plumbing, HVAC, electrical, or home service company experience
• Membership Sales, or Service Agreement Sales experience

What you’ll gain

• Be a part of a team that is expanding quickly, with a passion for high quality service and family friendly culture.
• On the job training
• Health insurance - medical, dental, vision
• Retirement benefits - 401k matching
• Personal Time Off - eligible for PTO after 1 year of service (can request unpaid time off before 1 year anniversary)
• Discretionary annual bonus based on company performance, business unit performance, and individual performance
• Ability to grow internally with a rapidly expanding team into a Lead Customer Service Representative, Customer Service Manager, or Call Center Manager