Location: Primarily Remote (One in-office day per week)
Position Type: Full-Time (40 hours per week)
Compensation: $50,000 Salary
Benefits: Two weeks paid vacation
About the Position
We are looking for an organized, customer-focused Customer Service Representative to be the first point of contact for our customers. This role is responsible for answering incoming calls, scheduling service appointments, dispatching plumbers efficiently, and helping ensure every customer has an excellent experience from their first phone call through project completion.
This position is primarily remote, with approximately one in-office day each week for team meetings, training, and administrative tasks.
Primary Responsibilities
- Answer incoming customer phone calls in a friendly and professional manner.
- Gather customer information and accurately enter it into our service management software.
- Schedule plumbing service calls and estimates.
- Respond promptly to customer inquiries received through email, Yelp, Thumbtack, and other lead generation platforms.
- Dispatch technicians throughout the day while optimizing routes and schedules.
- Prioritize emergency and high-urgency calls to ensure the fastest possible response.
- Reschedule appointments as needed while maintaining efficient technician schedules.
- Contact customers regarding outstanding invoices and collect payments.
- Confirm upcoming appointments and communicate arrival windows.
- Monitor technician progress throughout the day and adjust schedules when delays or emergencies arise.
- Keep customers informed of schedule changes or delays.
- Maintain accurate customer records, notes, and job information.
- Follow up with customers after service when appropriate to ensure satisfaction.
- Request customer reviews following completed jobs.
- Assist with processing warranties, callbacks, and service-related paperwork.
- Coordinate with plumbers to ensure they have the information needed before arriving on-site.
- Assist with ordering office supplies and other administrative tasks as needed.
- Participate in weekly office meetings and ongoing training.
Qualifications
- Excellent verbal and written communication skills.
- Friendly, professional, and confident on the phone.
- Strong organizational and multitasking abilities.
- Comfortable working in a fast-paced environment where priorities change throughout the day.
- Ability to remain calm during emergency service calls.
- Strong computer skills and ability to learn new software quickly.
- Experience with scheduling or dispatching is preferred but not required.
- Previous customer service experience is preferred.
- High attention to detail.
- Self-motivated and able to work independently while remotely.
What We're Looking For
The ideal candidate enjoys helping people, thrives in a fast-paced environment, and takes pride in keeping schedules organized. You'll play a key role in ensuring our technicians stay productive while providing customers with an exceptional experience from the moment they contact our company.
Success in this role means:
- Keeping technicians' schedules full and efficient.
- Responding quickly to new leads.
- Prioritizing emergency calls appropriately.
- Providing excellent customer communication.
- Maintaining accurate records and follow-through.
- Helping our team deliver outstanding customer service every day.
If you're organized, dependable, and enjoy solving problems while helping customers, we'd love to hear from you.
Pay: $50,000.00 per year
Benefits:
Work Location: Hybrid remote in Portland, OR 97219
