CUSTOMER SERVICE REPRESENTATIVE

Benjamin Franklin Plumbing, LLC; Wilmington (NC); On-site; USD 24,796 - 30,307; Full time

Benefits offered by this job

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

401(k)

Competitive salary

Dental insurance

Employee discounts

Job summary

Benjamin Franklin Plumbing, LLC in Wilmington, NC is seeking a motivated Customer Service Representative (CSR) to join our home services team. This full-time position focuses on delivering exceptional customer experiences, coordinating schedules, and supporting dispatch operations to keep technicians productive and jobs running smoothly.

The CSR will handle inbound calls, schedule service, respond to inquiries with urgency, and contribute to a positive customer journey from first contact to job

Qualifications

• Strong communication and interpersonal skills are required.
• Prior customer service experience is preferred.
• Experience with scheduling or dispatch is advantageous.
• Experience in home services (HVAC/plumbing/electrical) is a plus.

Responsibilities

• Handle inbound calls and schedule service appointments for plumbing and electrical customers.
• Assist with dispatch operations and technician scheduling to maintain workflow.
• Document customer information and orders accurately and maintain records.
• Assist with outbound follow-up to improve customer retention and rebooking rates.

Skills

Communication

Customer service

Multitasking

Organized

Calm under pressure

Computer literacy

ServiceTitan

Phone skills

Team player

Tools

ServiceTitan

Microsoft Office

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 WILMINGTONCustomer 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
• Organised 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.