Customer Support Specialist

NOW HIRING CUSTOMER SERVICE REPRESENTATIVES!

As a fourth generation plumbing company, we have a longstanding tradition of delivering exceptional plumbing services in Baltimore. Our unwavering commitment to excellence, meticulous attention to detail, and personalized approach set us apart as the preferred choice for residential plumbing and heating services in the local community.

In the role of Customer Service Representative, your success will involve grasping our customers' needs, scheduling service appointments, and making outbound calls to coordinate appointments with the appropriate technician for each job. This is an in-office position with a schedule of Monday Friday 7:15 AM to 4 PM.

What can we do for you?

• Join a 4th generation family-owned business.
• Break free from feeling like just a number, experience genuine appreciation.
• Enjoy comprehensive health insurance coverage.
• Participate and stand a chance to win exciting prizes.
• Explore career advancement opportunities.
• Pay ranges from $15 - $17 with monthly bonuses.
• Engage in team-building activities, cookouts, paintball, and more.
• Celebrate the festive season together.

Benefits Include:

• Health Insurance: Employer covers 100% for employees.
• Incentive, monthly, and revenue-based performance bonuses.
• Enjoy a 401k plan with up to a 3% company match.
• Take advantage of 7 paid holidays.
• Paid Time Off (PTO)
• Benefit from ongoing in-house and off-site training.

Key Responsibilities for the Customer Service Representative:

• Skillfully handle both inbound and outbound customer calls, converting them into scheduled service appointments to guarantee customer satisfaction.
• Efficiently dispatch technicians according to established schedules, customer preferences, or urgent requirements.
• Timely communicate vital information, including progress updates, to both managers and customers.
• Professionally address customer or supervisor queries related to services or equipment.
• Expertly organize and oversee daily work schedules and work orders for technicians, enhancing overall efficiency.
• Ensure accuracy and currency of information in our customer database through regular updates and maintenance.
• Handle incoming and outgoing emails to facilitate clear and efficient communication.
• Perform additional duties as needed, contributing to the overall success of the team.

Ideal Candidate for the Customer Service Representative:

• Proficient with computer systems and phone systems; experience with Service Titan is a plus.
• Customer service experience in Home Services preferred.
• Call Center experience required.
• Sales experience a plus!
• Proficient computer knowledge competent; good typist and proficient with phone systems
• Ability to show empathy and be a people person.
• Strong verbal and written communication skills needed for problem resolution.
• Ability to handle challenging situations with ease and empathy.
• Excellent ability to multitask.

Operating with a deep-rooted commitment to honesty and integrity, we are a family-owned and operated business dedicated to ensuring the success of every plumbing project. If you are ready to be a part of a winning team, then this is the place for you!

All qualified candidates will receive consideration for employment without regard to, and will not be discriminated against based on, race, gender, veteran status, disability, or other protected category. We are an equal-opportunity employer. Pre-employment background checks and drug tests are required to be considered for this position.