CUSTOMER SERVICE REPRESENTATIVE

Benjamin Franklin Plumbing of Wilmington, NC; Wilmington (NC); On-site; USD 20,664 - 30,307; Full time

Benefits offered by this job

Health insurance

Vision insurance

401(k)

Dental insurance

Paid time off

Training & development

Employee discounts

Opportunity for advancement

Job summary

Benjamin Franklin Plumbing of Wilmington, NC is seeking a highly organized, customer-focused Customer Service Representative (CSR) to join our growing home services team. You will be the first impression for customers, handling inbound calls, scheduling, and coordinating dispatch to keep technicians productive and jobs on track.

This full-time role offers career growth and a supportive team environment. We value a positive attitude, clear communication, and the ability to thrive in a fast-paced

Qualifications

• Strong communication and customer service skills.
• Ability to multitask in a fast-paced office environment.
• Organized and detail-oriented mindset.
• Ability to stay calm and professional under pressure.
• Positive attitude and team mentality.
• Strong computer and phone skills.
• Ability to learn ServiceTitan and company systems.
• Preferred experience in HVAC, plumbing, electrical or home services.

Responsibilities

• Answer inbound calls professionally and efficiently.
• Schedule service appointments for plumbing and electrical customers.
• Respond to customer questions with professionalism and urgency.
• Help create a positive customer experience from first call to job completion.
• Coordinate with technicians and office staff throughout the day.
• Document customer information and job notes accurately.

Skills

Customer service

Communication

Multitasking

Organization

Calm under pressure

Team mindset

Computer skills

Phone skills

Learning ServiceTitan

Tools

ServiceTitan

Job description

Benefits:

• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• 401(k)
• Competitive salary
• Dental insurance
• Employee discounts

BENJAMIN FRANKLIN of WILMINGTON

Customer Service Representative (CSR)

Full-Time | Customer Service & Dispatch Support

Competitive Pay + Career Growth Opportunity

We are looking for a highly organized, professional, and customer-focused Customer Service Representative (CSR) to join our growing home services team.

This position is critical to our daily operations. The CSR is often the first impression customers have of our company and plays a major role in delivering an exceptional customer experience while helping keep our technicians productive and our schedules running efficiently.

If you thrive in a fast-paced environment, communicate well under pressure, and enjoy helping people, we want to talk to you.

What You’ll Do

Customer Service

• Answer inbound calls professionally and efficiently
• Schedule service appointments for plumbing, and electrical customers
• Respond to customer questions and concerns with professionalism and urgency
• Help create a positive customer experience from first call to job completion
• Set clear expectations with customers regarding scheduling and service

Scheduling & Dispatch Support

• Manage incoming service requests and appointment scheduling
• Support dispatch operations and technician scheduling
• Monitor pending jobs and ensure no customer is overlooked
• Coordinate with technicians and office staff throughout the day
• Assist with callback scheduling and emergency requests

Administrative Support

• Document customer information and job notes accurately in Service Titan
• Help maintain organized scheduling and dispatch records
• Assist with membership follow-up and appointment confirmations
• Help process purchase orders and job-related documentation when needed
• Properly categorize warranty calls, callbacks, tune-ups, and memberships

Customer Retention & Follow-Up

• Make outbound calls for:
  • Appointment confirmations
  • Membership follow-up
  • Unsold estimates
  • Maintenance reminders
  • Customer check-ins
• Help maintain strong customer retention and rebooking rates

What We’re Looking For

• Strong communication and customer service skills
• Ability to multitask in a fast-paced office environment
• Organized and detail-oriented mindset
• Ability to stay calm and professional under pressure
• Positive attitude and team mentality
• Strong computer and phone skills
• Ability to learn ServiceTitan and company systems

Preferred Experience

• Customer service experience
• Dispatching or scheduling experience
• Experience in HVAC, plumbing, electrical, or home services industry
• Experience with ServiceTitan is a PLUS

Performance Expectations

Successful CSRs in this role are expected to:

• Maintain a high call booking rate
• Keep customer interactions professional and efficient
• Support technician productivity and schedule flow
• Accurately document customer information
• Deliver excellent customer service consistently

What We Offer

• Competitive hourly pay
• Full-time, year-round work
• Supportive team environment
• Ongoing training and development
• Advancement opportunities
• Stable and growing company
• Paid time off and holidays
• Health benefits (if applicable)

About Us

We are a well established home service company focused on delivering an exceptional customer experience through professionalism, urgency, communication, and quality service.

Our team operates with a strong culture built around:

• Integrity
• Accountability
• Teamwork
• Customer-first service

We are looking for people who want to grow with us long-term and contribute to a high-performing team environment.

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate.