We are currently seeking a dedicated and proactive Customer Service Representative to join our dynamic plumbing team. This role is integral to ensuring that our clients receive exceptional service and that our operations run smoothly and efficiently. As the first point of contact for many of our customers, you will play a critical role in representing our company’s professionalism and commitment to quality.
In this role, you will handle a variety of responsibilities that require strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. One of your primary duties will be to receive incoming calls from clients, listen carefully to their plumbing concerns, gather detailed information, and provide helpful initial guidance or solutions. This includes asking the right questions, entering notes accurately, and ensuring that clients feel heard and supported.
You will also respond to client emails promptly and professionally, addressing inquiries, scheduling appointments, and providing follow-up communications. Whether the interaction is via phone or email, delivering outstanding customer service will be your top priority. Your ability to manage communication effectively will support a seamless customer experience from the initial inquiry to the job’s completion.
Another important aspect of this position involves creating and managing jobs in our dispatch system. You will be responsible for accurately entering job details, ensuring all necessary information is documented for scheduling, billing, and tracking purposes. Working closely with our team of plumbing technicians, you will schedule, and dispatch jobs based on availability, urgency, and job requirements, balancing multiple priorities while maintaining efficiency.
You will also collaborate with other internal teams and departments to coordinate workflows, resolve issues, and maintain effective communication across the organization. Managing the plumbing on-call schedule is a key responsibility, requiring excellent organizational skills to ensure that emergency situations are always covered.
For jobs requiring quotes or follow-up work, you will monitor progress, update clients as needed and ensure continuity of service. For larger or more complex projects, you will be responsible for creating detailed schedules and timelines that align with technician availability and project milestones. An understanding of building structures and management practices will be valuable, as this knowledge allows for better communication with clients and more informed planning and coordination.
You will also play a role in ordering parts and materials, coordinating with suppliers to ensure timely delivery. Collecting worker orders, cross-referencing with dispatch jobs, and maintaining accurate data within the system will also be part of your day-to-day tasks. Additionally, you’ll coordinate with building management on any projects requiring building-wide access or temporary shutdowns, helping minimize disruptions and maintain professional relationships.
Beyond these core responsibilities, you will be expected to provide brief reports to management on work completed during the day or week, highlighting progress, challenges, and outcomes. Other general office duties such as filing, record keeping, and organizing will also fall under your purview.
To succeed in this role, candidates must possess excellent English communication skills, particularly on the phone, and exhibit a courteous and professional demeanor. Flexibility with working hours, including the potential for evening or weekend shifts, is important. The ability to solve problems under pressure, think creatively, and stay organized is essential. A strong commitment to reliability, attention to detail, and delivering superior customer service will set you apart.
If you are a motivated individual with a can-do attitude, who thrives in a team environment and is eager to make a meaningful impact, we would love to hear from you. Join us and be a part of a company that values professionalism, innovation, and customer satisfaction.