Customer Service Representative

ABOUT US:Acme Plumbing provides residential plumbing service, maintenance and installation across the Raleigh-Durhamarea. We’re a growing team that takes care of our customers and our people. Our CSR is the first voicehomeowners hear, and we want someone who makes every caller feel taken care of.WHAT YOU’LL DO▪ Answer inbound calls, texts and web requests; book service calls in ServiceTitan▪ Turn calls into booked jobs: ask the right questions, set expectations, and confirm appointments▪ Manage the schedule with our dispatcher so technicians stay productive▪ Make outbound calls: confirmations, follow-ups, unsold estimates and maintenance reminders▪ Promote and sign up customers for our maintenance membership program▪ Keep customer records, job notes and call outcomes accurate in ServiceTitan▪ Handle billing questions and customer concerns calmly, and escalate when neededWHAT YOU NEED▪ 1+ year of call center or high-volume phone customer service experience▪ Hands-on ServiceTitan experience (booking, scheduling, customer records)▪ A self-starter: you spot what needs doing and get it done without being asked▪ Clear, friendly phone voice and solid written communication▪ Comfort juggling calls, texts and the schedule at the same time▪ Reliable attendance for a 7:30 AM start