Customer Experience Representative

We’re excited to welcome a positive, personable Customer Service Representative to join Barker and Sons Plumbing for a rewarding and dynamic career opportunity! In this role, you’ll connect with homeowners and businesses, address their plumbing needs with care, and help deliver the exceptional service our community trusts. If you’re eager to grow professionally, thrive in a supportive and upbeat work environment, and are ready to make a real difference every day, we’d love to hear from you!

Responsibilities:

Key Responsibilities:

• Convert incoming customer calls into booked service appointments efficiently.
• Communicate clearly, compellingly, and with a personable approach in every interaction.
• Respond promptly to customer requests, resolving issues while promoting the Barker and Sons Plumbing brand.
• Maintain professionalism and build strong customer rapport to encourage repeat business and referrals.
• Participate actively in ongoing training to improve booked call rates and develop outbound calling skills.
• Adhere to the company’s customer complaint resolution plan, ensuring quick and favorable outcomes.
• Maintain and update the customer database with complete and accurate information.
• Follow up with customers post-service to confirm satisfaction and gather feedback.
• Work closely with dispatch and field teams to optimize scheduling and communication.
• Assist with billing inquiries and direct customers to the appropriate department as needed.
• Track and monitor service requests to guarantee timely resolution.
• Encourage satisfied customers to share their positive experiences and reviews.
• Identify opportunities to recommend additional services tailored to customer needs.
• Collaborate with marketing on promotions and customer communications.
• Support training efforts for new customer service staff.

Qualifications:

Required:
• Minimum of 2 years of experience in a customer-facing role.
• Previous experience working in a call center, office environment with high call volume, or related field.
• Excellent active listening, interpersonal, and communication skills.
• Strong problem-solving abilities with a calm and patient approach.
• Ability to type at least 40 words per minute.
• Proficient in using computers and customer management software (CRM) to efficiently manage customer interactions and data.
• Friendly, approachable, and professional demeanor.
• Ability to multitask and manage time effectively in a fast-paced environment. Preferred:
• Experience with Service Titan or similar plumbing/home service software.
• Basic understanding of plumbing terminology and services.
• Bilingual skills (e.g., Spanish/English) a plus.
• Previous experience working in a team-oriented, customer-focused environment. Compensation: $24 - $26 hourly

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Key Responsibilities:

• Convert incoming customer calls into booked service appointments efficiently.
• Communicate clearly, compellingly, and with a personable approach in every interaction.
• Respond promptly to customer requests, resolving issues while promoting the Barker and Sons Plumbing brand.
• Maintain professionalism and build strong customer rapport to encourage repeat business and referrals.
• Participate actively in ongoing training to improve booked call rates and develop outbound calling skills.
• Adhere to the company’s customer complaint resolution plan, ensuring quick and favorable outcomes.
• Maintain and update the customer database with complete and accurate information.
• Follow up with customers post-service to confirm satisfaction and gather feedback.
• Work closely with dispatch and field teams to optimize scheduling and communication.
• Assist with billing inquiries and direct customers to the appropriate department as needed.
• Track and monitor service requests to guarantee timely resolution.
• Encourage satisfied customers to share their positive experiences and reviews.
• Identify opportunities to recommend additional services tailored to customer needs.
• Collaborate with marketing on promotions and customer communications.
• Support training efforts for new customer service staff.