Customer Service Representative
About The Position
The Customer Service Representative (CSR) is the first point of contact for George Plumbing customers and plays a critical role in delivering an exceptional customer experience. The CSR is responsible for answering inbound calls, converting customer inquiries into booked appointments, maintaining accurate customer information, and ensuring every interaction reflects the professionalism, communication, and craftsmanship George Plumbing has been known for since 1947. This role requires strong communication skills, attention to detail, urgency, empathy, and the ability to thrive in a fast-paced environment. The ideal candidate is highly organized, customer-focused, coachable, and motivated to contribute to both individual and team success.
Requirements
- High school diploma or equivalent required.
- Strong verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Comfortable using phone systems, scheduling software, and CRM platforms.
- Ability to remain calm and professional in fast-paced situations.
- Positive attitude with strong problem-solving skills.
Nice To Haves
- Previous customer service or call center experience preferred.
- Home service industry experience is a plus.
- Experience with Aptora, CallCap, or similar software is preferred.
Responsibilities
- Answer incoming calls promptly and professionally.
- Convert inbound customer calls into booked service appointments.
- Gather accurate customer and job information during every interaction.
- Maintain professionalism and build rapport with customers.
- Respond to customer questions and concern with empathy and urgency.
- Accurately create and update customer accounts and work orders.
- Maintain detailed customer notes and communication logs.
- Follow up on open estimates, diagnostic visits, maintenance opportunities, and unbooked calls.
- Support schedule efficiency through proactive outbound communication when needed.
- Escalate unresolved customer concerns to management appropriately.
- Participate in ongoing training, coaching, and performance improvement initiatives.
- Work collaboratively with dispatchers, technicians, and office staff to support company goals.
Benefits
- Competitive hourly pay ranging from $22–$25+ per hour based on experience, qualifications, and performance
- Performance-based monthly bonus opportunities tied to company and scheduling goals
- Year-end bonus opportunities based on company profitability and performance
- Annual performance-based pay review and raise opportunities
- Overtime opportunities based on business needs
- Five (5) paid PTO days annually
- Five (5) paid company holidays
- One additional paid holiday for the annual company-sponsored fishing trip
- Annual all-inclusive company-paid fishing trip
- $400 annual wellness allowance
- Employer contributions toward health, dental, and vision insurance
- Tax-advantaged employee benefit programs
- Employer-paid life insurance and short-term disability coverage
- Paid parental leave
- Bereavement leave
- Company-paid training, education, and travel expenses for approved development opportunities
- Access to professional coaching, mentorship, and leadership development
- Performance-based career advancement opportunities
- Stable, year-round employment with a high-growth company
- Family-friendly, team-oriented work environment
- Membership in Nexstar Network, an industry-leading professional development organization
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
