Customer Service Representative (Contract)

About the role

LeMaster Plumber, a residential plumbing company, is looking for a reliable, organized and customer-focused Customer Service Representative. This is a contract role. The person manages customer communications, books appointments, follows up with potential customers, dispatches appointments to technicians and helps with daily office operations.

Key responsibilities

• Answer incoming calls professionally and promptly, and respond to inquiries by phone, text and email
• Explain plumbing services, scheduling and company policies, and escalate issues when needed
• Schedule, confirm, reschedule and cancel appointments; manage them and customer records in ServiceTitan
• Coordinate with technicians on schedules and customer needs, and follow up to confirm upcoming appointments
• Follow up with customers who received estimates but did not book, and contact missed calls and unbooked leads to turn inquiries into booked appointments
• Maintain accurate records of customer communications and follow-ups
• Update customer information and job details in ServiceTitan, assist with daily scheduling and office operations, and carry out other administrative duties

Required profile

• Previous customer service or call center experience preferred
• Excellent spoken and written English, strong phone communication and interpersonal skills
• Ability to multitask and stay organized in a fast-paced environment
• Reliable internet connection and a quiet workspace
• Ability to work independently and follow company procedures

Required skills

• Comfortable learning and using CRM and scheduling software
• Experience with ServiceTitan or a home service business is a plus

To apply, candidates must send their resume and a short Loom video explaining their background and relevant experience to the employer's hiring contact.