Full-time Customer Service Coordinator, Trade Office Ops

Doug Anderson Plumbing And Heating; Billerica (MA); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Health

Dental

Vacation time

Trainings

Small company events

Steady hours

Supportive management

Company-provided gear

Job summary

Doug Anderson Plumbing and Heating in Billerica, MA is seeking a Full-time Customer Service Coordinator, Trade Office Operations to manage customer communications, scheduling, and follow-ups. The role ensures our schedule stays full and every customer receives excellent service from first contact through follow-up.

You will handle incoming leads from Google, Thumbtack, and phone inquiries, book service appointments, and use ServiceTitan to confirm sessions for the next day, all while maintaining

Qualifications

• Professional phone skills.
• Strong oral and written communication skills.
• Excellent customer service skills.
• Comfortable booking and rebooking appointments, and guiding customers through decisions.
• Ability to multitask and stay organized in a fast-paced environment.
• Confidence using scheduling and office software (ServiceTitan experience is a plus).
• Self-motivated with strong follow-through.
• Must have plumbing/heating/AC office work experience, NO MEDICAL or DENTAL background.

Responsibilities

• Manage customer communications, scheduling, and follow-ups to keep the schedule full.
• Handle incoming leads from Google, Thumbtack, and phone inquiries and book service appointments.
• Answer inbound calls and schedule appointments using ServiceTitan, with confirmation calls for next-day sessions.
• Proactively connect with existing customers, guide maintenance plans, and maintain accurate records.
• Assist with general administrative tasks as needed.

Skills

Professional phone skills

Communication skills

Customer service

Appointment booking

Multitasking

ServiceTitan

Self-motivation

Industry experience

Tools

ServiceTitan

Job description

Doug Anderson Plumbing and Heating in Billerica, MA is seeking a Full-time Customer Service Coordinator, Trade Office Operations to manage customer communications, scheduling, and follow-ups. The role ensures our schedule stays full and every customer receives excellent service from first contact through follow-up.

You will handle incoming leads from Google, Thumbtack, and phone inquiries, book service appointments, and use ServiceTitan to confirm sessions for the next day, all while maintaining