Benefits:
401(k)
Dental insurance
Free food & snacks
Health insurance
Paid time off
Vision insurance
Job Description: Customer Service Representative (CSR) – Plumbing
Department: Customer Service / Dispatch Reports To: Operations Manager / Customer Service Manager Location: Sylmar, CA
Position Summary
The Customer Service Representative (CSR) is the first point of contact for customers and plays a critical role in delivering an exceptional customer experience. This position is responsible for handling incoming calls, scheduling service appointments, supporting dispatch operations, and maintaining clear communication between customers and field technicians. The ideal candidate has prior experience working as a CSR in a plumbing or home-service company and understands the urgency, terminology, and workflow of the plumbing industry.
Key Responsibilities
Customer Communication
Answer incoming calls professionally and empathetically.
Assist customers with service requests, questions, and concerns.
Gather accurate information to identify customer needs and service urgency.
Maintain a calm and solution-focused approach in high-pressure situations.
Scheduling & Dispatch Support
Schedule service calls efficiently based on technician availability and location.
Coordinate with dispatch to optimize technician routes and appointment timing.
Confirm appointments and communicate arrival windows to customers.
Update customers on delays or schedule changes as needed.
Service Coordination
Ensure job details are accurately entered into company software (e.g., Service Titan).
Review daily schedules and assist in filling open time slots.
Follow up with customers regarding estimates, pending work, or reschedules.
Support technicians by providing clear job notes and customer history.
Administrative & Data Management
Maintain accurate customer records and job notes.
Process service agreements, financing applications, and basic payment questions.
Assist with outbound calls for maintenance reminders and customer follow-up.
Help maintain workflow efficiency through strong communication with operations staff.
Customer Experience & Sales Awareness
Promote service agreements and company offerings when appropriate.
Identify opportunities to enhance customer satisfaction and loyalty.
Uphold company standards for professionalism and customer care.
Qualifications
1–3 years of prior CSR experience in a plumbing or home-service company required.
Strong understanding of plumbing service workflows and terminology.
Experience with dispatching or scheduling software (Service Titan preferred).
Excellent verbal communication and phone etiquette.
Strong multitasking and organizational skills.
Ability to work in a fast-paced environment and manage competing priorities.
Skills & Competencies
Customer-first mindset with strong empathy and professionalism.
Strong problem-solving and de-escalation skills.
Detail-oriented with accurate data entry abilities.
Team-oriented and able to collaborate with technicians and management.
Reliable, punctual, and accountable.
Work Environment
Office-based position with frequent phone and computer use.
Fast-paced service environment with high call volume.
Collaboration with dispatch, technicians, and operations staff.
Performance Expectations
High customer satisfaction scores and positive call handling.
Accurate scheduling and minimal booking errors.
Strong communication between customers and field teams.
Consistent contribution to daily booking goals and workflow efficiency.