Customer Service Representative (CSR)

Join the Plumb Works Team as a Customer Service Representative (CSR)!

For over 35 years, Plumb Works, Inc. has proudly served the greater Atlanta area as a trusted, family-owned plumbing company. Specializing in residential and commercial plumbing, we prioritize the safety, health, and satisfaction of our customers, employees, and community. As a proud member of the Plumbing, Heating, and Cooling Contractors (PHCC) association, we are committed to professionalism, excellence, and delivering outstanding service with every interaction.

About the Role:

As a Customer Service Representative (CSR) at Plumb Works, you will be the critical link between our customers and our expert plumbing team. Your role will involve managing appointments, addressing customer concerns, and ensuring that every interaction aligns with the high standards we are known for. This is an ideal opportunity for someone who thrives in a fast-paced, customer-centric environment and enjoys fostering positive experiences.

Location: Atlanta, GA

Pay: $18 - $20 per hour

Hours: 7:30a 4:30p M-F

What You'll Do:

• Engage with Customers: Professionally handle incoming calls, emails, and inquiries, ensuring a positive and efficient experience for all customers.
• Coordinate Appointments: Manage and confirm plumbing service appointments, ensuring clear communication between customers and technicians for seamless service delivery.
• Resolve Customer Concerns: Tackle and resolve customer issues with empathy and professionalism, striving for complete satisfaction with every interaction.
• Follow-Up: Conduct post-service follow-ups to ensure an exceptional customer experience and build long-term loyalty.
• Assist with Billing: Support customers with billing questions and payment inquiries, escalating complex issues as necessary.
• Collaborate with the Team: Work closely with the dispatch team and technicians to optimize schedules and ensure timely service delivery.
• General Office Administration: Provide additional administrative support, as needed, to leadership, assisting in customer engagement and driving business success.

What We're Looking For:

• A positive, optimistic attitude and the ability to remain calm under pressure.
• Strong communication skills-you are confident, personable, and effective in both phone and face-to-face interactions.
• An engaging, conversational style that helps build rapport and trust with customers.
• Active listening skills, with the ability to ask insightful, open-ended questions and identify customer needs.
• Problem-solving abilities that allow you to confidently guide conversations toward solutions.
• Goal-oriented with the ability to drive results, including successfully asking for and securing appointment commitments.
• A self-starter who thrives on taking initiative and contributing to team success.

What You'll Bring:

• 3 years of customer service experience.
• Familiarity with ServiceTitan or a similar CRM system.
• A high school diploma or GED.
• Strong hearing and visual perception to operate communication tools.
• Excellent writing, reading, and spelling skills for accurate customer recordkeeping.
• Ability to sit at a desk for prolonged periods of time, may need to lift or move boxes of plumbing parts when deliveries arrive; some bending/standing when filing.

Why Join Us?

At Plumb Works, we truly value our team members and offer:

• 401(k) with company match.
• Medical, dental, and life insurance.
• Short- and long-term disability insurance.
• Paid time off (PTO).
• Opportunities for career advancement and professional development.

If you're a dynamic communicator who excels at creating exceptional customer experiences, we'd love to hear from you! Apply today to become part of the Plumb Works team and grow with us.