Customer Care Specialist for Plumbing Company

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.

Qualifications

* 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.

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.

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