Customer Service & Scheduling Specialist

Tech9; Flowery Branch (GA); On-site; USD 36,000 - 52,000; Full time

Job summary

Upshaw Plumbing is seeking an experienced Customer Service & Scheduling Specialist. This is not a receptionist or basic call-answering role; you will own professional phone interactions, qualify customer needs, and manage scheduling with our tech team.

You will maintain accurate CRM records, coordinate scheduling changes, and ensure a courteous, efficient customer experience from first contact to job completion.

Qualifications

• Minimum 2 years of professional phone-based customer service, scheduling, dispatching, or service-industry office experience.
• Excellent communication and listening skills.
• Empathetic, warm personality with professional phone presence.

Responsibilities

• Answer incoming calls with a warm, professional, and confident tone.
• Listen carefully and demonstrate empathy and care.
• Ask effective qualifying questions to understand customer needs and urgency.
• Triage and prioritize calls appropriately.
• Lead conversations while keeping calls focused and efficient.
• Schedule and confirm service appointments.
• Explain appointment process and fees clearly.
• Maintain accurate customer and job information in our CRM.
• Coordinate schedule changes with customers and technicians.
• Make outbound calls for follow-up and scheduling opportunities.
• Help maintain an organized daily service schedule.

Skills

Communication

Empathy

Phone presence

Critical thinking

Problem solving

Qualifying questions

Prioritization

Multitasking

Attention to detail

Organization

Tools

CRM

Job description

Upshaw Plumbing is seeking an experienced Customer Service & Scheduling Specialist

This is not a receptionist or basic call-answering position.

Responsibilities

• Answer incoming calls with a warm, professional, and confident tone
• Listen carefully and demonstrate genuine empathy and care
• Ask effective qualifying questions to understand the customer's needs and urgency
• Triage and prioritize calls appropriately
• Lead conversations while keeping calls focused and efficient
• Schedule and confirm service appointments
• Clearly explain our appointment process and applicable fees
• Maintain accurate customer and job information in our CRM
• Coordinate schedule changes with customers and technicians
• Make outbound calls for customer follow-up and scheduling opportunities
• Help maintain an organized and efficient daily service schedule

Qualifications

Minimum 2 years of professional phone-based customer service, scheduling, dispatching, inside sales, or service-industry office experience required.

The ideal candidate will have:

• Exceptional communication and listening skills
• A warm, caring, and empathetic personality
• Professional and confident phone presence
• Strong critical-thinking and problem-solving skills
• Ability to ask effective qualifying questions
• Good judgment and ability to prioritize customer needs
• Ability to remain calm and professional with concerned or frustrated customers
• Strong organization and attention to detail
• Ability to multitask and adjust priorities in a fast-paced environment
• Dependable attendance and punctuality

What Success Looks Like

Success means the customer hangs up feeling:

"They listened to me, they understand what I need, they care about getting it resolved, and I feel confident Upshaw Plumbing is going to take care of me."

Schedule

Full-time

Monday-Friday

About Upshaw Plumbing

Upshaw Plumbing is a small, tight-knit team committed to providing high-quality service while building lasting relationships with our customers.

Our core values guide how we work with our customers and each other:

Reliability, Honesty, Communication, Integrity, Efficiency, Timeliness

If you have professional phone experience, genuinely enjoy helping people, can balance empathy with efficiency, and have the judgment to understand and prioritize customer needs, we'd like to hear from you.