What are the responsibilities and job description for the Plumbing Technician position at Freeline Plumbing Services?
Description
The Plumbing Technician is responsible for delivering exceptional service experiences that enhance customer satisfaction, increase profitability, and support long-term customer retention. This role ensures proper diagnosis, education, communication, and completion of service calls according to company standards, while upholding professionalism, safety, and outstanding customer service.
Requirements
Key Responsibilities
The Plumbing Technician is responsible for delivering exceptional service experiences that enhance customer satisfaction, increase profitability, and support long-term customer retention. This role ensures proper diagnosis, education, communication, and completion of service calls according to company standards, while upholding professionalism, safety, and outstanding customer service.
Requirements
Key Responsibilities
- Run all assigned service calls during scheduled work hours.
- Follow the company's Flow to Success on every call.
- Maintain an 85% minimum sell/completion rate.
- Present Good / Better / Best options and perform whole-home safety inspections.
- Upsell and educate customers on the VIP Membership Program at every job.
- Promote add-on services when appropriate (e.g., water heater maintenance, filtration, backflow testing).
- Participate in the on-call rotation.
- Respond to after-hours emergency calls within one hour of notification.
- Complete invoices and job notes following the 10-Step Service Call Procedure.
- Use the P.A.R. Method (Problem – Action – Result) for all job descriptions. Use approved ChatGPT prompts to enhance clarity and professionalism in job write-ups.
- Collect customer signatures before beginning work and upon completion.
- Collect payments on-site unless otherwise instructed.
- Upload before-and-after job photos.
- Verify all required permits are secured before work begins.
- Use ServiceTitan pricebook for accurate job pricing.
- Maintain a clean, stocked, and organized truck.
- Maintain a 94% or higher customer satisfaction score.
- Communicate clearly with office team and customers regarding ETA and job progress.
- Wear a clean, complete Freeline uniform and maintain professional grooming.
- Experience in plumbing or related residential service work.
- Strong communication and customer service skills.
- Ability to follow structured service processes and documentation standards.
- Experience in using ServiceTitan and other digital tools.
- Valid driver’s license with an acceptable driving record.
- Professionalism, punctuality, and strong work ethic.
- Ability to work on-call as part of a rotation and respond quickly to emergencies.