What are the responsibilities and job description for the Customer Service Representative position at Intown Plumbing?
At Intown Plumbing, our Customer Service Representatives are the first impression of our company and one of the biggest reasons our customers continue to trust us. This isn't your average "call center position". We're looking for someone who genuinely enjoys helping people, thrives in a fast-paced environment, and can confidently manage multiple priorities without letting the customer experience suffer.
If you're organized, positive, quick on your feet, and take pride in delivering exceptional service, we'd love to meet you.
What You'll Do
- Answer incoming customer calls, emails, chats, and other communications with professionalism and urgency.
- Schedule service appointments while maximizing technician efficiency and route optimization.
- Coordinate with field technicians throughout the day regarding job statuses, scheduling updates, material orders, and customer needs.
- Review upcoming appointments and job notes daily to ensure every customer receives the best possible experience.
- Accurately document customer interactions, service history, and job updates within our CRM system.
- Resolve customer concerns with professionalism, empathy, and sound judgment while knowing when to escalate issues appropriately.
- Proactively communicate with customers regarding scheduling changes, delays, and follow-up needs.
- Build lasting customer relationships through clear communication, organization, and genuine care.
- Work closely with every department to ensure jobs move smoothly from the initial phone call through completion.
What We're Looking For
- Minimum 5 years of customer service experience in a high-volume call center or similar fast-paced environment.
- Exceptional verbal and written communication skills.
- Strong multitasking abilities while maintaining accuracy and attention to detail.
- Excellent organizational and time management skills.
- Ability to remain calm, professional, and solution-focused during challenging customer interactions.
- Experience using CRM software and multiple computer applications simultaneously.
- Reliable attendance and dependable transportation.
- High school diploma or equivalent.
Bonus Points If You Have
- Experience in the plumbing, HVAC, home services, or construction industry.
- Experience with ServiceTitan or similar field service management software.
Who You Are
Success in this role requires more than answering phones.
You're someone who:
- Maintains a positive attitude, even on the busiest days.
- Enjoys helping people and creating exceptional customer experiences.
- Learns quickly and adapts to changing priorities.
- Communicates confidently with customers, technicians, and teammates.
- Pays attention to the smallest details without losing sight of the bigger picture.
- Can juggle multiple conversations, schedules, and priorities while staying organized.
- Takes ownership of problems and follows through until they're resolved.
- Works well independently while contributing to a collaborative team environment.
Why Intown Plumbing?
We're committed to delivering exceptional service not just in the field, but from the very first phone call. Our Customer Service team plays a critical role in that mission, and we're looking for someone who takes pride in being the calm, organized, dependable voice our customers can count on.
If you're looking for a company that values professionalism, teamwork, accountability, and delivering an outstanding customer experience every single day, we'd love to hear from you.
Job Type: Full-time
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Work Location: In person