Client Care Representative

Benjamin Franklin Plumbing of In-Town Atlanta, GA•Atlanta, GA

4d•Onsite

About The Position

At Benjamin Franklin Plumbing® of Intown Atlanta, the Client Care Representative (CCR) ensures that the first interaction a client has with our organization is first rate in terms of service quality. The CCR answers incoming client telephone calls and assists with the supervision and dispatching of all scheduled service and maintenance calls.

Requirements

High School Diploma or GED required.
2+ years in customer service, client care, call center, or operations coordination.
Ability to pass a background check and drug screen.
Proficiency with Microsoft Office.
Willingness to learn and master ServiceTitan from day one.
Strong verbal and written communication.
Valid Georgia driver's license (required for occasional operational needs).

Nice To Haves

Knowledge of Intown Atlanta's neighborhoods, rhythms, and traffic patterns from real experience.
Experience handling homeowner calls, including stressed, frustrated, or demanding customers.
Ability to think in systems, notice when things are out of order, and fix them without being asked.
Ability to manage multiple tasks, stay composed under pressure, and make callers feel valued.
Experience in home services — plumbing, HVAC, electrical, or similar trades — is a significant advantage.
Dispatch or scheduling experience is a strong plus.
A track record of learning fast is equally valued.

Responsibilities

Answer incoming client telephone calls.
Assist with the supervision and dispatching of all scheduled service and maintenance calls.
Ensure that the first interaction a client has with our organization is first rate in terms of service quality.
Handle customer complaints and resolve them without escalation.
Maintain a complete and current database.
Proactively communicate with customers regarding their service.
Book client calls with skill, asking the right questions to ensure conversion.
Ensure technician schedules run smoothly with smart routing that respects their time and our customers'.