Scheduling & Customer Experience Lead (Plumbing)

D2B; United States; Remote; USD 12,000 - 14,000; Full time

Job summary

D2B is seeking a proactive Customer Service & Scheduling Manager to coordinate plumbing and water specialist services. You will be the main contact for customers, handling bookings and keeping technicians' schedules efficient using ServiceM8.

The role emphasizes strong service orientation, outbound calls for recurring services, and ensuring timely, reliable work across a nationwide team.

Qualifications

• 2–3 years ServiceM8 experience in customer records, scheduling, recurring services, and follow-ups.
• Experience in plumbing trades and field service operations.
• Proven experience in customer service, outbound calling, and booking.
• Excellent telephone and written communication skills.
• Strong organisational skills and attention to detail.
• Proactive mindset with ability to follow through.
• Collaborative work with technicians and team members.
• Customer-first attitude and ability to handle enquiries professionally.

Responsibilities

• Handle incoming customer calls and service enquiries in a friendly and professional manner.
• Build strong customer relationships through proactive communication and follow-ups.
• Assist customers with bookings, appointment changes, service enquiries, and concerns.
• Keep customers informed about appointment updates and service progress.
• Follow up on quotes and recommended services to help customers arrange maintenance.
• Coordinate bookings for water filter changes, UV servicing, and other scheduled maintenance.
• Plan technician schedules based on location, availability, required skills, job duration, and parts availability.
• Confirm appointments, manage cancellations, and arrange rescheduling.
• Maintain records in ServiceM8.
• Create and update jobs, assign technicians, and manage schedules.
• Monitor outstanding jobs, missed calls, and overdue tasks.
• Identify opportunities to improve workflows and reporting.
• Escalate urgent enquiries to the appropriate team members.

Skills

ServiceM8 experience

Customer service

Scheduling

Outbound calling

Plumbing background

Team coordination

Organisational skills

Communication skills

Tools

ServiceM8 software

Job description

D2B is seeking a proactive Customer Service & Scheduling Manager to coordinate plumbing and water specialist services. You will be the main contact for customers, handling bookings and keeping technicians' schedules efficient using ServiceM8.

The role emphasizes strong service orientation, outbound calls for recurring services, and ensuring timely, reliable work across a nationwide team.