Customer Service Representative

GNG Plumbing • Orange Beach, AL

18d • Onsite

About The Position

We are looking for a friendly, dependable, and motivated Customer Service Representative to join our team. Our CSRs are often the first impression a customer has of our company. You will answer incoming calls, understand what the customer needs, express empathy, help them feel confident that they have called the right company, and work to schedule the appropriate service. This is more than simply answering the phone. A successful CSR listens carefully, communicates clearly, solves problems, and helps turn customer inquiries into booked appointments. You do not need to be a plumbing expert—we will provide the training and tools you need. Experience in customer service, call centers, home services, hospitality, retail, or similar customer-facing roles is helpful, but attitude, communication skills, and willingness to learn are equally important.

Requirements

• Excellent verbal communication and phone skills.
• Enjoy talking with people and helping solve problems.
• Strong listener who can identify what a customer really needs.
• Can remain friendly and professional when customers are frustrated or stressed.
• Comfortable asking questions and guiding a conversation toward scheduling an appointment.
• Organized and detail oriented.
• Can accurately enter information while speaking with customers.
• Can manage multiple priorities in a fast-moving environment.
• Good judgment and know when to ask for help.
• Comfortable learning new technology and software.
• Respond well to coaching and want to continuously improve.
• Enjoy working as part of a team.
• Bring a positive, dependable, solutions-oriented attitude to work.

Nice To Haves

• Previous customer service, call-center, or home-services experience is preferred but not required for the right candidate.
• Experience using Service Titan or other home-services management, dispatching, or customer relationship software is preferred but not required. We will provide training on the systems and processes used by our company.

Responsibilities

• Answer inbound customer calls in a friendly, professional, and timely manner.
• Listen carefully to understand the customers’ needs and determine how we can help.
• Convert customer inquiries into scheduled service appointments whenever appropriate.
• Accurately collect and enter customer, property, and service information into our system.
• Communicate appointment expectations, availability, and next steps clearly to customers.
• Identify opportunities to explain available maintenance plans, memberships, or other relevant services.
• Respond professionally to customer questions, concerns, and objections.
• Help resolve customer issues and escalate situations when additional assistance is needed.
• Coordinate with dispatchers, technicians, managers, and other team members to provide smooth customer experience.
• Follow up with customers when needed to help recover unscheduled opportunities or resolve outstanding issues.
• Maintain accurate notes and documentation of customer interactions.
• Participate in ongoing training, call coaching, and performance improvement.
• Support other customer service and administrative activities as business needs require.

Benefits

• 100% employer-paid Health, Dental insurance after 90 days
• After 1 year, 401(k) with 3% company contribution, regardless of employee contribution
• PTO on accrual basis from day one with rate increasing each year up to 4 weeks per year
• 7 paid holidays per year

What This Job Offers

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