Plumbing Technician

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

• 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.
  
  

Qualifications

• 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.