What are the responsibilities and job description for the Customer Service Representative position at Smooth Waters Plumbing LLC?
Hours: MONDAY-FRIDAY (7:30a-4:30p)
About us
Smooth Waters Plumbing is a small family owned company with over 30 years of experience. We proudly service the midlands of South Carolina. We specialize in residential plumbing, sewer, new installation and repair.
We are seeking a highly organized and proactive Customer Service Representative to join our team at Smooth Waters Plumbing. As a Customer Service Representative, you will play a crucial role in ensuring the smooth operation of our office and supporting our team of plumbing professionals. The ideal candidate will possess excellent communication skills, attention to detail, and the ability to multitask effectively in a fast-paced environment
Required Skills and Qualifications:
- High school diploma or GED certificate required
- 2 years of CSR/Despatcher in a trade company (Plumbing Preferred)
- Intermediate computer skills in managing systems
- Strong organizational and time management skills, with ability to prioritize tasks effectively
- Excellent communication skill, both written and verbal
- Ability to work independently with minimal supervision and collaborate effectively as part of a team
- Flexibility to adapt to changing priorities and work schedules as needed
- Geographical knowledge of service area and/or map reading skills
- Knowledge of basic plumbing terminology and industry experience is preferred
Essential Job Functions:
- Manage all incoming calls, texts and emails on multiple platforms while providing prompt and courteous assistance to clients and team
- Convert incoming calls to scheduled appointments utilizing company script and optimize routes for efficiency
- Maintain a KPI score of 80% closing rate or higher
- Maintain and update customer records with complete and accurate information including job tags
- Manage CRM Software (HouseCall Pro) keeping track of customers and plumbing techs and maintaining efficiency
- Follow up on open estimates, service plans, home inspections and happy calls
- Effectively manage conflict resolution with customers and team through clear communication and addressing concerns expediently
- Assist in creating marketing materials, including brochures, flyers, and digital content through Canva and video editing through CapCut
- Help manage the company's social media accounts, posting updates, and engaging with followers
- Send email campaigns to customers through MailChimp
- Assist in organizing and attending promotional events and networking functions including some nights and/or weekends
- Provide support to Service and Office Manager in assisting with projects as needed
- Ability to drive a motor vehicle and maintain a current driver’s license to commute as needed
Physical Requirements:
- Sitting, standing, walking, lifting or carrying, pushing or pulling, reaching overhead, keyboarding, gross manipulation, fine manipulation, driving, stooping, crouching, speaking, ability to hear, understand and distinguish speech
- Must be able to work assigned schedules as required by job demands.
