Customer Service Rep.

Now Hiring: Customer Service Representative 

Customer Service Representative (CSR)

Anchor Plumbing Services’ mission is to build lasting relationships with our customers by delivering first-class solutions, value, and professionalism. The Customer Service Representative (CSR) is often the first point of contact for our customers and plays a critical role in shaping their overall experience. This position sets the tone for the high level of service our customers expect when choosing Anchor Plumbing Services.

The CSR is responsible for keeping the call board fully booked each day while delivering an exceptional customer experience through every interaction.

Job Requirements & Skills

Required: ServiceTitan Experience

• A passion for creating an outstanding customer experience

• Strong verbal and written communication skills with customers, office staff, and field technicians

• Working knowledge of plumbing industry terminology and practices

• Proficiency with common office equipment (phones, printers, scanners)

• Working knowledge of Google Sheets, Google Docs, and Outlook

• Ability to maintain control of calls, communicate confidently, overcome objections, problem-solve, and operate with integrity

Key Responsibilities

• Review the daily schedule and identify appointments that need to be booked

• Make outbound calls to membership customers to meet scheduling goals

• Answer incoming calls and handle them appropriately, including:

• Scheduling, rescheduling, and canceling service requests

• Processing customer payments for outstanding balances

• Convert incoming calls into booked appointments

• Spot-check scheduled calls to ensure accuracy

• Create reports for follow-ups and jobs not sold

• Assist in resolving customer concerns to create long-term customer loyalty

• Accurately update customer information in the company’s CRM system

• Follow company scripts, processes, and procedures

• Proactively assist dispatch by notifying customers of delays or reschedules

• Support daily administrative duties (filing, organizing, maintaining a clean workspace)

• Address customer concerns within the scope of the role or escalate to management when necessary

• Serve as backup for dispatchers as needed (breaks, days off, coverage)

Benefits

• Health, dental, and vision insurance options

• Paid time off (PTO) and holidays

• Retirement plan options

• Opportunities for career growth and professional development

• Supportive, team-oriented work environment

• 401(k) or equivalent retirement savings plan