Customer Service Representative

Sila; Manassas (VA); On-site; USD 36,000 - 48,000; Full time

Job summary

My Plumber Plus in Manassas, VA is seeking a Customer Service Representative to be the first voice customers hear and to help keep our service schedules full and memberships growing.

The CSR will respond to customer requests, convert calls into booked appointments, and perform outbound scheduling while maintaining accurate CRM data. You will collaborate with dispatch and management to meet KPIs in a fast-paced setting.

Qualifications

• Experience in customer service or call center environments.
• Strong verbal communication and ability to guide conversations.
• Proven ability to meet or exceed KPIs (calls per hour, booking rate).
• Proficient with CRM systems and scheduling software.

Responsibilities

• Respond to customer requests, resolve issues and promote the company.
• Convert incoming customer calls into booked service appointments.
• Outbound calling to our customers to schedule appointments.
• Develop a proven track record in customer service.
• Participate in training so that you grow and develop as a professional.
• Maintain and update our customer database with complete and accurate information.
• Maintain communication with dispatch and your manager.
• Strong verbal communication with ability to control and guide conversations.
• Demonstrated ability to meet or exceed KPIs (calls per hour, booking rate, etc.).
• Reliable attendance and punctuality (critical for call volume coverage).
• Ability to multitask across systems while maintaining accuracy.
• Strong problem-solving skills and ability to handle objections professionally.
• Comfortable working in a fast-paced, performance-driven environment.
• Basic computer proficiency (CRM systems, scheduling software, etc.)

Skills

Customer service

Clear communication

Multitasking

CRM software

Attendance & punctuality

Job description

Overview

Customer Service Representative (CSR) – My Plumber Plus, Manassas, VA

Looking for a customer service role where your work actually matters and the phones stay busy?

For more than 40 years, My Plumber Plus has been a trusted residential service provider serving homeowners across Northern Virginia and Maryland. Our success is driven by skilled technicians in the field—and strong Customer Service Representatives who keep the operation running smoothly. When customers call us, you’re the first voice they hear and a key part of the customer experience.

We’re looking for a Customer Service Representative who can handle a fast-paced environment, communicate clearly, and take pride in helping customers while keeping schedules full and memberships growing.

Responsibilities

• Respond to customer requests, resolve issues and promote the company
• Convert incoming customer calls into booked service appointments
• Outbound calling to our customers to schedule appointments
• Develop a proven track record in customer service.
• Participate in training so that you grow and develop as a professional
• Maintain and update our customer database with complete and accurate information
• Maintain communication with dispatch and your manager
• Strong verbal communication with ability to control and guide conversations
• Demonstrated ability to meet or exceed KPIs (calls per hour, booking rate, etc.)
• Reliable attendance and punctuality (critical for call volume coverage)
• Ability to multitask across systems while maintaining accuracy
• Strong problem-solving skills and ability to handle objections professionally
• Comfortable working in a fast-paced, performance-driven environment
• Basic computer proficiency (CRM systems, scheduling software, etc.)