CUSTOMER SERVICE REPRESENTATIVE at Benjamin Franklin Plumbing, LLC in NC-Wilmington-28411

Job description

• Customer Service Representative (CSR)
• Full-Time | Customer Service & Dispatch Support
• Competitive Pay + Career Growth Opportunity
• We are looking for a highly organized, professional, and customer-focused Customer Service Representative (CSR) to join our growing home services team.
• This position is critical to our daily operations. The CSR is often the first impression customers have of our company and plays a major role in delivering an exceptional customer experience while helping keep our technicians productive and our schedules running efficiently.
• If you thrive in a fast-paced environment, communicate well under pressure, and enjoy helping people, we want to talk to you.

Responsibilities

• Customer Service
• Answer inbound calls professionally and efficiently
• Schedule service appointments for plumbing, and electrical customers
• Respond to customer questions and concerns with professionalism and urgency
• Help create a positive customer experience from first call to job completion
• Set clear expectations with customers regarding scheduling and service
• Scheduling & Dispatch Support
• Manage incoming service requests and appointment scheduling
• Support dispatch operations and technician scheduling
• Monitor pending jobs and ensure no customer is overlooked
• Coordinate with technicians and office staff throughout the day
• Assist with callback scheduling and emergency requests
• Administrative Support
• Document customer information and job notes accurately in Service Titan
• Help maintain organized scheduling and dispatch records
• Assist with membership follow-up and appointment confirmations
• Help process purchase orders and job-related documentation when needed
• Properly categorize warranty calls, callbacks, tune-ups, and memberships
• Customer Retention & Follow-Up
• Appointment confirmations
• Membership follow-up
• Unsold estimates
• Maintenance reminders
• Customer check-ins
• Help maintain strong customer retention and rebooking rates

Requirements

• Strong communication and customer service skills
• Ability to multitask in a fast-paced office environment
• Organized and detail-oriented mindset
• Ability to stay calm and professional under pressure
• Positive attitude and team mentality
• Strong computer and phone skills
• Ability to learn ServiceTitan and company systems
• Customer service experience
• Dispatching or scheduling experience
• Experience in HVAC, plumbing, electrical, or home services industry
• Experience with ServiceTitan is a PLUS

Skills

Required

• Organized and detail-oriented mindset
• Positive attitude and team mentality
• Strong computer and phone skills

Preferred

• Customer service experience
• Dispatching or scheduling experience
• Experience with ServiceTitan is a PLUS

Benefits

• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• 401(k)
• Competitive salary
• Dental insurance
• Employee discounts
• Competitive hourly pay
• Full-time, year-round work
• Supportive team environment
• Ongoing training and development
• Advancement opportunities
• Stable and growing company
• Paid time off and holidays
• Health benefits (if applicable)
• Compensation: $18.00 - $24.00 per hour