Customer Service Representative

At Plumbing Outfitters, we're more than just a plumbing company — we're a championship team dedicated to setting the NEW STANDARD in customer service and craftsmanship. Built on a foundation of trust, integrity, and service, we take pride in serving not only our customers but also our team and community.

As a Customer Service Representative (CSR), you are the first voice our customers hear. Your role is critical in making a 5-star first impression, ensuring smooth service scheduling, and delivering an exceptional customer experience.

What You'll Be Doing

• Customer Interaction & Call Handling: answer incoming calls with professionalism, maintain a 90%+ booking rate following our structured call guidelines, effectively overcome price objections with persuasive and positive communication, handle customer follow-ups, and outbound to bring in new lead opportunities
• Scheduling & Service Coordination: book and schedule service calls, working closely with dispatch to maintain an optimized schedule; monitor and schedule leads from all lead sources
• Customer Experience & Follow-Ups: perform follow-up calls on estimates and unscheduled work orders
• Data Accuracy: maintain customer records in ServiceTitan, keeping data clean and up to date
• Collaboration: attend weekly Operations Day and monthly company huddle breakfasts; participate in ongoing CSR training; support the General Manager and Customer Service Manager with administrative tasks or special projects

Schedule & Work Environment

• Monday – Friday · Day shift · No nights, no weekends
• In-person role — work from our office with a dynamic and engaged team
• Full-time (40 hours/week)