What are the responsibilities and job description for the Client Services & Administrative Coordinator position at Bighorn Plumbing?
Bighorn Plumbing
Customer Service & Administrative Coordinator
Location: Carson City, Nevada
Company: Bighorn Plumbing
Compensation: $18-28 hourly
Reports To: General Manager/Ownership
Overview
Bighorn Plumbing is seeking a friendly, detail-oriented Customer Service & Administrative Coordinator to be the first point of contact for our customers. This role requires exceptional communication skills, a warm and professional phone presence, and the ability to manage multiple service requests and administrative tasks at once.
You will play a key role in delivering an excellent customer experience, accurately capturing information, following established processes, and keeping customers informed throughout their service journey. This position requires someone who can follow scripts and procedures while still sounding natural, helpful, and personable on the phone.
Key Responsibilities
Customer Service & Communication
- Answer inbound calls, emails, and office inquiries promptly with warmth and professionalism
- Follow established call scripts and communication guidelines while maintaining a friendly, helpful tone
- Confirm correct spelling of customer names, addresses, phone numbers, and email addresses during every interaction
- Provide real-time updates on job status, arrival times, or scheduling updates
- Resolve customer concerns or escalate to the General Manager when appropriate
- Maintain positive customer relationships to encourage repeat business and strong reviews
Scheduling & Dispatch Support
- Scheduling and Dispatching Technicians as needed
- Monitor technician progress throughout the day and help adjust schedules as needed
- Communicate with technicians regarding job status, documentation needs, and follow-ups
- Ensure all callbacks, follow-up appointments, reschedules, customer communications are accurately entered
Customer Follow-Up
- Handwrite and mail thank-you cards daily
- Follow up with customers after completed jobs to confirm satisfaction
Administrative Support
- Check Emails for opportunity calls and return them promptly
- Maintain accurate customer records and audit contact information for completeness
- Update and manage Google Sheets for tracking and reporting
- Submit permits, backflow reports, and required documentation accurately and on time
- Assist with invoice tracking, collections follow-ups, and other administrative tasks as needed
Qualifications
- Previous experience in customer service, dispatching, or administrative support preferred
- Comfortable following scripts and structured call flows while sounding natural, friendly, and helpful
- Personable, empathetic, and confident on the phone
- Strong verbal and written communication skills
- Detail-oriented with accurate spelling and data entry abilities
- Ability to multitask and prioritize effectively in a fast-paced environment
- Familiarity with scheduling or service software (ServiceTitan experience a plus)
Schedule & Benefits
- Monday–Friday schedule (7am-4pm or 8-5pm)
- No nights or weekends
- Competitive pay based on experience and BONUS opportunities
- Stable, full-time position
- 90-day probationary period
- Health care benefits
- Seven (7) paid holidays
- Costco membership provided
- Paid vacation and sick time beginning after one year of employment
Why Join Bighorn Plumbing
- Supportive, team-oriented environment
- Clear processes and expectations
- Opportunity to be part of a growing, reputable local company
Salary : $18 - $28