Customer Service Representative

Plumbing HVAC | Plumb Pro | Goose Creek, SC

Great on the phone? Know the home-service industry? Comfortable making outbound calls and turning conversations into booked opportunities?

Plumb Pro is looking for you.

We're looking for an experienced Customer Service Representative (CSR) who understands that great customer service is about more than simply answering the phone. It's about listening, solving problems, following up, creating opportunities, and making sure every customer feels taken care of from the very first conversation.

If you have experience in plumbing, HVAC, electrical, or another home-service business, thrive in a fast-paced environment, and aren't afraid to pick up the phone and make outbound calls, we'd like to meet you.

?? Pay

$18.00-$23.00 per hour, based on experience and qualifications.

Plus, the position is eligible for our Bonus / Incentive Program.

?? Benefits

At Plumb Pro , we believe great people deserve great benefits.

Our benefits package includes:

• Health, Dental & Vision Insurance with Plumb Pro covering 50% of the premium for the employee and immediate family
• 401(k) with up to a 4% company match
• 2 Weeks of Paid Time Off (PTO)
• Paid Holidays
• Bonus / Incentive Program
• Maternity & Paternity Leave

??? Schedule

Full-Time | Approximately 40 Hours Per Week

Our normal office schedule is:

Monday-Friday | 8:00 AM-5:00 PM

The CSR team also participates in a rotating:

Saturday | 8:00 AM-5:00 PM

When scheduled for a Saturday rotation, your weekly schedule will be adjusted so you still receive two days off during the week and remain at approximately 40 hours, rather than working a six-day week.

?? What You'll Do

As a CSR, you'll be one of the voices of Plumb Pro and play an important role in connecting customers with our plumbing and HVAC teams.

Your responsibilities will include:

• Answering inbound customer calls with professionalism, energy, and a helpful attitude
• Making outbound calls to existing customers, leads, and other customer opportunities
• Following up with customers regarding service needs and opportunities
• Helping customers schedule plumbing and HVAC service appointments
• Listening carefully to customer needs and helping determine the appropriate next step
• Communicating available services, specials, and promotions
• Identifying opportunities to book additional work
• Handling customer questions, concerns, and complaints professionally
• Escalating customer issues when additional assistance is needed
• Accurately documenting customer interactions, transactions, comments, and concerns in our CRM
• Maintaining accurate customer information and records
• Working closely with dispatch, office staff, sales, and field team members
• Managing multiple calls, customers, and priorities throughout the day
• Following company policies and customer-service standards
• Performing other duties as assigned

? What We're Looking For

Our ideal candidate has:

• Previous CSR or call-center experience in plumbing, HVAC, electrical, or another home-service business strongly preferred
• At least one year of relevant CSR experience preferred
• Experience with outbound customer calling and follow-up
• Excellent verbal and written communication skills
• A confident, friendly, and professional phone presence
• The ability to listen carefully, ask the right questions, and understand customer needs
• The confidence to initiate conversations instead of simply waiting for the phone to ring
• The ability to build rapport with customers
• The ability to professionally work with frustrated or upset customers
• Strong organizational and multitasking skills
• Strong problem-solving abilities
• Comfort working with CRM software, computers, spreadsheets, and other office applications
• The ability to quickly learn our plumbing and HVAC services, terminology, specials, and promotions
• A positive, customer-focused attitude
• The ability to work independently while also contributing to a team
• High school diploma or equivalent required

The position requires strong communication, organization, patience, problem-solving ability, computer/CRM proficiency, and the ability to manage multiple responsibilities while working independently and with a team.

?? You Might Be a Perfect Fit If...

You don't like sitting around waiting for the phone to ring.

You're willing to pick up the phone and create the next opportunity.

You understand that great follow-up can be the difference between losing a customer and earning one for life.

You can have a genuine conversation instead of sounding like you're reading from a script.

You know how to stay calm when a customer isn't having their best day.

And when someone calls and says:

"I'm just calling to ask a question..."

You're already thinking:

"Absolutely. Let's see how we can help."

?? Why Plumb Pro ?

At Plumb Pro , our CSRs aren't just answering phones.

They're helping customers solve problems, connecting homeowners with the services they need, supporting our technicians in the field, and helping create opportunities for the entire team.

We're looking for someone who wants to be an active part of that process.

?? Location

Plumb Pro
111A Lumber Lane
Goose Creek, SC 29445

?? Ready to Join Plumb Pro ?

Apply today!

Submit your resume through this job posting and be sure to highlight any previous experience you have in:

• Plumbing, HVAC, electrical, or home services
• Customer service or call-center environments
• Inbound customer service
• Outbound calling and customer follow-up
• Scheduling or dispatch
• CRM software
• Booking service appointments or generating sales opportunities

If you know the home-service business, you're confident on the phone, and you know how to turn conversations into opportunities, we want to hear from you.

Plumb Pro

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Equal Opportunity Employer

Plumb Pro is an Equal Opportunity Employer. Qualified applicants are provided equal employment opportunities, and employment decisions are based on job-related factors without discrimination based on legally protected status.