Customer Service Representative Plumbing & Water Treatment Services
About The Position
We're looking for a dedicated, client-oriented Customer Service Representative to support our plumbing and water treatment operations. This phone-centric position focuses on delivering outstanding support by handling appointment scheduling, customer inquiries, and service coordination. A key requirement for success in this role is direct, hands-on experience using ServiceTitan CRM, as it is our primary platform for managing customer records, scheduling, and service workflows. Familiarity with Maryland's local areas will help ensure efficient routing and clear communication with clients.
Requirements
- Proven experience working with ServiceTitan CRM – must be comfortable navigating the platform for scheduling, customer data entry, call logging, and related functions.
- At least 2 years in a customer service capacity, ideally phone-based and in plumbing, water treatment, or a related home services field.
- Prior background in appointment setting or service coordination is strongly preferred.
- Outstanding verbal communication skills with a warm, professional tone.
- Excellent time management and ability to juggle multiple calls and schedules under pressure.
- Solid proficiency with CRM/scheduling tools (ServiceTitan experience is critical).
- Good understanding of Maryland geography for route planning and client discussions.
- Genuinely focused on customer needs with a solution-driven mindset.
- Highly organized, attentive to detail, and capable of thriving in a dynamic setting.
- Self-motivated yet effective in team environments.
- High school diploma or GED; relevant certifications in customer service or administration are a bonus.
- Ability to work on-site in our Phoenix, Maryland office.
Nice To Haves
- Exposure to the home services or improvement sector is advantageous.
- Prior work in plumbing, water treatment, or similar home improvement fields is preferred.
Responsibilities
- Handle inbound and outbound calls to book maintenance and service visits for plumbing and water treatment systems.
- Optimize technician calendars for maximum productivity and prompt customer service delivery.
- Verify appointments with clients, clarify details, and resolve any timing or availability questions.
- Act as the main point of contact over the phone, providing friendly, professional assistance for questions, concerns, or adjustments.
- Conduct post-service follow-up calls to confirm satisfaction and resolve lingering matters.
- Develop positive, lasting connections with customers to encourage repeat business and referrals.
- Accurately input customer information, call logs, and appointment details into the system (primarily ServiceTitan).
- Handle confirmation messages, follow-up communications, and record-keeping for service history and reporting.
- Apply knowledge of Maryland locations to recommend practical technician routes and share relevant area details with customers.
- Partner closely with field technicians and office team members to maintain seamless service operations.
Benefits
- Competitive pay range of $25–$30 per hour.
- Clear pathways for professional development and advancement.
- Positive, team-oriented workplace dedicated to exceeding customer expectations.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
