Account Representative/ Service Coordinator (Plumbing Industry experience required)

Job Title

Account Representative / Service Coordinator (Plumbing Industry Experience Required)

Reports to

Customer Service Manager

Pay

- $50,000-$60,000 Location: Indianapolis IN 46256 Department: Operations/ Customer Service

Job Summary

The Account Representative serves as the primary point of contact for customers, ensuring exceptional client experience from the initial service request through job completion. This role focuses on building strong customer relationships, coordinating service appointments, communicating with field technicians, and helping maximize customer satisfaction and retention.

The ideal candidate has prior experience working for a plumbing company and understands plumbing service operations, terminology, and customer expectations. This individual must be highly organized, customer-focused, and capable of managing multiple accounts and service requests in a fast-paced environment.

Key Responsibilities

• Serve as the primary contact for customer accounts and service requests
• Build and maintain strong relationships with existing customers
• Schedule and coordinate service appointments with plumbing technicians
• Provide customers with appointment confirmations, updates, and follow-up communications
• Work closely with operations and field teams to ensure timely service delivery
• Identify opportunities to improve customer satisfaction and retention
• Resolve customer concerns and service-related issues professionally and efficiently
• Maintain accurate customer records and service histories
• Assist with invoicing, estimates, and administrative support as needed
• Coordinate priority and emergency service requests
• Resolve customer concerns and escalate issues when necessary
• Process invoices, payments, and basic billing inquiries

Key Skills

• Customer relationship management
• Account management and client retention
• Plumbing industry knowledge
• Service coordination and scheduling
• Problem-solving and conflict resolution
• Professional phone and email communication
• Time management and organization
• Team collaboration

Preferred Candidate Profile

• Experience working for a plumbing, HVAC, electrical, or other home service company
• Comfortable interacting with homeowners, property managers, and commercial clients
• Proven ability to develop long-term customer relationships
• Strong focus on customer experience and account growth

Required Qualifications

• High school diploma or equivalent required
• Minimum 3 years of experience working in the plumbing industry required
• Previous experience in account management, customer service, dispatching, service coordination, or client relations (B2B and service industry preferred)
• Strong understanding of residential and commercial plumbing services
• Experience using CRM systems, scheduling software, and Microsoft Office
• Excellent communication and relationship-building skills

Work Environment

• Office-based role within a plumbing services company
• Fast-paced environment

BENEFITS

At Gordon Plumbing, we believe that investing in our employees is the best investment we can make. We also care about the health and welfare of our employees and their families. That’s why we are proud of our extensive employee benefit package including:

• Paid Medical Insurance
• Paid Vacation
• Paid Life Insurance
• 401K Match
• Paid Training and Education
• Potential Year End Bonus
• Dental insurance
• Vision insurance
• Paid time off
• Paid Holidays

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Application Question(s)

* Do you have Plumbing Industry Experience?

Work Location: In person