In PersonMust work in-office in Phoenix, Maryland.
Customer Experience & SupportCustomer Support
About the job
Requirements
Must have experience with the ServiceTitan customer relationship management program.
Have a minimum of 2 years of customer service experience, preferably in a phone-based role within the plumbing or water treatment industry.
Have exceptional phone communication skills and a professional, friendly demeanor.
Have strong organizational skills to manage high call volumes and multiple schedules.
Be proficient in scheduling software, calendar management tools, or customer relationship management systems such as Google Calendar or ServiceTitan.
Have knowledge of Maryland geography to support efficient scheduling and customer communication.
Be customer-oriented with a proactive approach to solving issues.
Be detail-oriented and able to multitask in a fast-paced environment.
Be able to work independently while collaborating effectively with a team.
Have a high school diploma or equivalent.
Be able to work in-office in Phoenix, Maryland.
Responsibilities
Manage incoming and outgoing phone calls to schedule plumbing and water treatment system maintenance appointments for technicians.
Coordinate technician schedules to optimize efficiency and ensure timely service for customers.
Confirm appointments with clients via phone, providing clear details and addressing scheduling inquiries.
Serve as the primary phone contact for clients, addressing inquiries, resolving scheduling conflicts, and handling service-related concerns.
Follow up with customers after service to ensure satisfaction and address any outstanding issues.
Build rapport with clients to foster trust and long-term relationships.
Perform data entry to log service calls, customer details, and appointment notes in the scheduling system.
Manage correspondence related to appointment confirmations and follow-ups.
Maintain accurate records of customer interactions and service schedules for reporting purposes.
Use familiarity with Maryland geography to assist in scheduling efficient technician routes and communicating location-specific details to clients.
Work closely with technicians and office staff to ensure smooth communication and coordination of service schedules.
Desired Qualifications
Experience scheduling appointments or coordinating services is highly preferred.
Familiarity with the home improvement industry is a plus.
Previous experience in plumbing or water treatment industries is preferred; home improvement industry experience will be considered.
Additional certifications in customer service or office administration are a plus.
Location: Phoenix, MD Salary: $25–$30 per hour Full Benefits Employment Type: Full-Time REQUIRED EXPERIENCE: SERVICE TITAN CRM
Overview:
We are seeking a professional and customer-focused Customer Service Representative to join our team in the plumbing and water treatment industry. The ideal candidate will excel in phone-based customer interactions, scheduling maintenance and service appointments, and ensuring a seamless experience for our clients. With a strong emphasis on phone communication and knowledge of Maryland locations, this role is critical to coordinating our plumbing and water treatment system maintenance services.
Key Responsibilities:
Phone-Based Scheduling & Coordination:
Manage incoming and outgoing phone calls to schedule plumbing and water treatment system maintenance appointments for technicians.
Coordinate technician schedules to optimize efficiency and ensure timely service for customers.
Confirm appointments with clients via phone, providing clear details and addressing scheduling inquiries.
Customer Service Excellence:
Serve as the primary phone contact for clients, delivering exceptional service by addressing inquiries, resolving scheduling conflicts, and handling service-related concerns.
Follow up with customers post-service to ensure satisfaction and address any outstanding issues.
Build rapport with clients to foster trust and long-term relationships.
Administrative Support:
Perform data entry to log service calls, customer details, and appointment notes in our scheduling system.
Manage correspondence related to appointment confirmations and follow-ups.
Maintain accurate records of customer interactions and service schedules for reporting purposes.
Local Knowledge Application:
Utilize familiarity with Maryland geography to assist in scheduling efficient technician routes and communicating location-specific details to clients.
Team Collaboration:
Work closely with technicians and office staff to ensure smooth communication and coordination of service schedules.
Qualifications:
Experience:
MUST HAVE EXPERIENCE WITH THE PROGRAM SERVICE TITAN CRM!
Minimum of 2 years of customer service experience, preferably in a phone-based role within the plumbing or water treatment industry.
Experience scheduling appointments or coordinating services is highly preferred.
Familiarity with the home improvement industry is a plus.
Skills & Knowledge:
Exceptional phone communication skills, with a professional and friendly demeanor.
Strong organizational skills to manage high call volumes and multiple schedules.
Proficiency in scheduling software, calendar management tools, or CRMs (e.g., Google Calendar, ServiceTitan).
Knowledge of Maryland geography to support efficient scheduling and customer communication.
Attributes:
Customer-oriented with a proactive approach to solving issues.
Detail-oriented and able to multitask in a fast-paced environment.
Ability to work independently while collaborating effectively with a team.
Requirements:
High school diploma or equivalent; additional certifications in customer service or office administration are a plus.
Must be able to work in-office in Phoenix, Maryland.
Previous experience in plumbing or water treatment industries is preferred; home improvement industry experience will be considered.
Benefits:
Competitive hourly wage ($25–$30/hour).
Health, Vision, Dental, 401k
Opportunities for career growth within the company.
Supportive and collaborative work environment focused on customer satisfaction.