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Location: Phoenix, MD
Salary: $25–$30 per hour
Full Benefits
Employment Type: Full-Time
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.
- Experience:
- MUST HAVE EXPERIENCE WITH THE PROGRAM SERVICE TITAN!
- 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.
- 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.
- 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.
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