Client Care Representative

Benjamin Franklin Plumbing of Northfield, MN • Northfield, MN

4d • Onsite

About The Position

We are looking for a highly organized, professional, and customer-focused Customer Service Representative (CSR) to join our growing home services team. This position is critical to our daily operations. The CSR is often the first impression customers have of our company and plays a major role in delivering an exceptional customer experience while helping keep our technicians productive and our schedules running efficiently. If you thrive in a fast-paced environment, communicate well under pressure, and enjoy helping people, we want to talk to you.

Requirements

• Strong communication and customer service skills
• Ability to multitask in a fast-paced office environment
• Organized and detail-oriented mindset
• Ability to stay calm and professional under pressure
• Positive attitude and team mentality
• Strong computer and phone skills
• Ability to learn ServiceTitan and company systems

Nice To Haves

• Customer service experience
• Dispatching or scheduling experience
• Experience in HVAC, plumbing, electrical, or home services industry
• Experience with ServiceTitan is a plus

Responsibilities

• Answer inbound calls professionally and efficiently
• Schedule service appointments for HVAC, plumbing, and electrical customers
• Respond to customer questions and concerns with professionalism and urgency
• Help create a positive customer experience from first call to job completion
• Set clear expectations with customers regarding scheduling and service
• Manage incoming service requests and appointment scheduling
• Support dispatch operations and technician scheduling
• Monitor pending jobs and ensure no customer is overlooked
• Coordinate with technicians and office staff throughout the day
• Assist with callback scheduling and emergency requests
• Document customer information and job notes accurately in Service Titan
• Help maintain organized scheduling and dispatch records
• Assist with membership follow-up and appointment confirmations
• Help process purchase orders and job-related documentation when needed
• Properly categorize warranty calls, callbacks, tune-ups, and memberships
• Make outbound calls for appointment confirmations, membership follow-up, unsold estimates, maintenance reminders, and customer check-ins
• Help maintain strong customer retention and rebooking rates

Benefits

• IRA w/ Match
• Bonus based on performance
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance
• Competitive hourly pay
• Full-time, year-round work
• Supportive team environment
• Advancement opportunities
• Stable and growing company
• Paid time off and holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed