What are the responsibilities and job description for the Customer Service Rep. position at Anchor Plumbing?
Now Hiring: Customer Service Representative
Customer Service Representative (CSR)
Anchor Plumbing Services’ mission is to build lasting relationships with our customers by delivering first-class solutions, value, and professionalism. The Customer Service Representative (CSR) is often the first point of contact for our customers and plays a critical role in shaping their overall experience. This position sets the tone for the high level of service our customers expect when choosing Anchor Plumbing Services.
The CSR is responsible for keeping the call board fully booked each day while delivering an exceptional customer experience through every interaction.
Job Requirements & Skills
Required: ServiceTitan Experience
A passion for creating an outstanding customer experience
Strong verbal and written communication skills with customers, office staff, and field technicians
Working knowledge of plumbing industry terminology and practices
Proficiency with common office equipment (phones, printers, scanners)
Working knowledge of Google Sheets, Google Docs, and Outlook
Ability to maintain control of calls, communicate confidently, overcome objections, problem-solve, and operate with integrity
Key Responsibilities
Review the daily schedule and identify appointments that need to be booked
Make outbound calls to membership customers to meet scheduling goals
Answer incoming calls and handle them appropriately, including:
Scheduling, rescheduling, and canceling service requests
Processing customer payments for outstanding balances
Convert incoming calls into booked appointments
Spot-check scheduled calls to ensure accuracy
Create reports for follow-ups and jobs not sold
Assist in resolving customer concerns to create long-term customer loyalty
Accurately update customer information in the company’s CRM system
Follow company scripts, processes, and procedures
Proactively assist dispatch by notifying customers of delays or reschedules
Support daily administrative duties (filing, organizing, maintaining a clean workspace)
Address customer concerns within the scope of the role or escalate to management when necessary
Serve as backup for dispatchers as needed (breaks, days off, coverage)
Benefits
Health, dental, and vision insurance options
Paid time off (PTO) and holidays
Retirement plan options
Opportunities for career growth and professional development
Supportive, team-oriented work environment
401(k) or equivalent retirement savings plan