Service Scheduling & Customer Care Specialist

Acme Plumbing Co.; Durham (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Acme Plumbing Co. in the Raleigh-Durham area is hiring a customer service representative to be the first voice homeowners hear.

You will handle inbound calls, texts and web requests, book service calls in ServiceTitan, and turn inquiries into booked appointments. You will work with the dispatcher to keep technicians productive, make outbound confirmations and maintenance reminders, and promote our maintenance membership.

Qualifications

• 1+ year of call center or high-volume phone customer service experience.
• Hands-on ServiceTitan experience (booking, scheduling, customer records).
• A self-starter: you spot what needs doing and get it done without being asked.
• Clear, friendly phone voice and solid written communication.
• Comfort juggling calls, texts and the schedule at the same time.
• Reliable attendance for a 7:30 AM start.

Responsibilities

• Answer inbound calls, texts and web requests; book service calls in ServiceTitan.
• Turn calls into booked jobs: ask the right questions, set expectations, and confirm appointments.
• Manage the schedule with our dispatcher so technicians stay productive.
• Make outbound calls: confirmations, follow-ups, maintenance reminders.
• Promote and sign up customers for our maintenance membership program.
• Keep customer records, job notes and call outcomes accurate in ServiceTitan.
• Handle billing questions and customer concerns calmly, and escalate when needed.

Skills

Call center experience

ServiceTitan experience

Excellent communication

Schedule management

Outbound calling

Tools

ServiceTitan

Job description

Acme Plumbing Co. in the Raleigh-Durham area is hiring a customer service representative to be the first voice homeowners hear.

You will handle inbound calls, texts and web requests, book service calls in ServiceTitan, and turn inquiries into booked appointments. You will work with the dispatcher to keep technicians productive, make outbound confirmations and maintenance reminders, and promote our maintenance membership.