At Barker and Sons Plumbing, we're a passionate team dedicated to delivering exceptional home services. As a Customer Experience Representative, you'll be at the heart of our mission to make every customer's day a little brighter. You'll engage with clients, solve challenges, and elevate the customer experience to new heights. Your role will be pivotal, and you’ll find every day brings a new opportunity to learn and grow. We invest in our people because we believe that great work comes from great people. You'll benefit from professional advancement opportunities, a comprehensive health and wellness package, and a supportive work environment. Our team enjoys flexible schedules, paid time off, and the camaraderie of a workplace that truly feels like family. If you're excited to be part of a company that values innovation and employee growth, we invite you to join us and make a difference in the lives of our customers. Responsibilities: • Keep customer satisfaction levels high by providing accurate information, resolving issues, and mitigating complaints • 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 ServiceTitan or similar plumbing/home service software. • Basic understanding of plumbing terminology and services. • Bilingual skills (e.g., Spanish/English) are a plus. • Previous experience working in a team-oriented, customer-focused environment. • Willingness to learn and participate in ongoing training. Compensation: $24 - $26 hourly

• 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.