Customer Loyalty Specialist

Bill Howe Plumbing • San Diego, CA

4d • Onsite

About The Position

Since 1980, we've grown to become San Diego's largest family-owned and operated full-service residential and commercial plumber company. We specialize in plumbing, heating and air conditioning, restoration and flood, reconstruction, and lining services. Across all of San Diego including our main office, you'll work within a supportive and inclusive team culture. We focus on legendary customer service and take pride and great care in every service we provide to our customers and their families.

Requirements

• Experience in customer service, inside sales, call center, or membership/retention roles
• Confident communicator who enjoys connecting with people
• Organized, dependable, and able to manage follow-ups without direction
• Comfortable explaining benefits and guiding customers through decisions
• Self-starter with a positive attitude and team-first mindset
• Self-motivated with the ability to work independently and as part of a team.
• Must be able to lift, push, pull, and/or move up to 25 pounds. Regularly required to sit, walk, stand, stoop, bend, squat, open doors, and climb/ descend stairs.
• Operate standard office equipment (computers, phones, copier, fax machine or scanner).

Nice To Haves

• Familiarity with ServiceTitan is a plus, but not required
• Knowledge of plumbing/HVAC/home services is helpful but we will train the right person
• Knowledge of plumbing, HVAC, or restoration services is beneficial but not required.

Responsibilities

• Reach out to current members to schedule their annual tune-ups and maintenance visits
• Follow up with interested customers and explain the benefits of joining our Membership Program (special discounts, priority service, extended warranties, and more)
• Build warm, positive relationships with our customers - you'll often be their go-to person for questions about their home services
• Keep member accounts organized and updated using our CRM (ServiceTitan)
• Identify opportunities to improve customer satisfaction and loyalty
• Partner closely with dispatch, service technicians, and customer service teams to ensure members get timely, exceptional care
• Track your membership enrollments and retention goals (we'll cheer you on the whole way!)
• Bring forward suggestions, customer feedback, or recurring themes you're hearing
• Jump in where needed - we're a supportive team that helps each other succeed

Benefits

• Full medical, dental, and vision plans
• Life insurance + employee assistance programs
• 401(k) with generous company match
• Sick time: 40 hours front-loaded at 90 days
• Vacation accrual + floating holidays
• Discounted home services for you and your family
• A supportive, family-owned company culture that genuinely cares about your growth

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees