What are the responsibilities and job description for the First Chair Customer Service Representative (Lead CSR) position at Ehrhardt Brothers Quality Plumbing?
About the Role
Ehrhardt Brothers Quality Plumbing is hiring a First Chair Customer Service Representative (Lead CSR) to run the front lines of our Howard County plumbing operation.
This isn't an entry-level phone role. We're looking for a seasoned plumbing industry pro with at least 5 years in the trade who knows how to convert calls, optimize a dispatch board, and keep field technicians moving. If you thrive in a fast-paced environment where every call and every schedule change matters, this is the right spot.
Why You'll Love Working at Ehrhardt Brothers
- Competitive hourly pay
- Medical, dental, and vision benefits
- Local, family-owned company serving Howard County for over 30 years
- A tight-knit team that respects the office as much as the field
- Real ownership over the dispatch board and customer experience
- Ongoing training on CRM tools, processes, and industry best practices
What You'll Do
Primary Responsibilities
- Handle inbound calls and online booking requests, capturing accurate customer and job details and converting inquiries into booked appointments while maintaining a strong booking rate
- Continually optimize the dispatch board for efficiency — matching each job to the right technician by skill set, location, and availability, and adjusting in real time as the schedule shifts throughout the day
- Coordinate and support field technicians so they can serve customers effectively — relaying job details, managing arrival windows, and proactively keeping customers informed of any changes or delays
Secondary Responsibilities
- Follow up on outstanding quotes and estimates, using strong soft-close and rapport-building skills to convert them into scheduled work
- Provide administrative support to office management and field staff
- Take on special projects identified by the general manager to support operational efficiency and business growth
What We're Looking For
- 5 years of experience in the plumbing industry (required)
- Proficiency in Service Titan or FieldEdge CRM (required)
- Proven track record converting inbound calls into booked appointments
- Strong dispatching instincts — able to think several jobs ahead
- Excellent communication skills, both with customers and technicians
- Ability to stay calm and organized under pressure
- Soft-close skills and comfort following up on open quotes
- Reliable, professional, and dependable
- Strong attention to detail and accuracy in data entry
- Team-oriented and collaborative
- Authorized to work in the U.S. without sponsorship now or in the future
Service Area
Howard County, MD and the surrounding area
Join our team at Ehrhardt Brothers and help us keep Howard County's plumbing running right.
Pay: $29.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you authorized to work in the U.S. without sponsorship now or in the future?
- How many years of experience do you have using Service Titan or FieldEdge?
- How many years of plumbing customer service experience do you have?
License/Certification:
- driver's license (Required)
Work Location: In person
Salary : $29