Plumbing Customer Service Specialist – Durham

Acme Plumbing Co.; Durham (NC); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Health insurance

401k matching

Paid time off

Discretionary annual bonus

On-the-job training

Job summary

Acme Plumbing is seeking a Customer Service Representative to join our Durham, NC team. You will be the first voice homeowners hear, handling inbound calls, texts, and web requests, and turning inquiries into booked service calls using ServiceTitan.

You’ll manage scheduling with the Dispatcher, make outbound confirmations and reminders, and promote our Maintenance Membership Program while maintaining accurate customer records.

Qualifications

• 1+ year of call center or high-volume phone customer service experience.
• Hands on ServiceTitan experience (booking, scheduling, customer records)
• Clear & friendly phone etiquette, and professional written communication
• Comfort multi-tasking between phone calls, text, the schedule, and emails daily
• Reliable attendance - your shift will begin at 7:30am
• Proactive with identifying and resolving needs, self starter
• Experience with Microsoft 365 (Outlook, Excel, Teams)
• Motivated to grow internally into a Lead Customer Service Representative, or Customer Service Manager

Responsibilities

• Answer inbound calls, text, and web requests
• Turn calls into booked service calls, utilizing ServiceTitan, by asking the right questions and setting expectations
• Manage the schedule with the Dispatcher to ensure our Technicians are productive
• Make outbound calls; appointment confirmations, follow-ups, unsold estimates & maintenance reminders
• Promote & enroll customers into our Maintenance Membership Program
• Maintain accurate customer accounts in ServiceTitan, including all job notes & call outcomes
• Handle billing questions & customer concerns in a calm and professional manner, and elevate to leadership when necessary

Job description

Acme Plumbing is seeking a Customer Service Representative to join our Durham, NC team. You will be the first voice homeowners hear, handling inbound calls, texts, and web requests, and turning inquiries into booked service calls using ServiceTitan.

You’ll manage scheduling with the Dispatcher, make outbound confirmations and reminders, and promote our Maintenance Membership Program while maintaining accurate customer records.