CUSTOMER SERVICE REPRESENTATIVE

About the Role

Benjamin Franklin Plumbing, LLC is seeking a highly organized, professional, and customer-focused Customer Service Representative (CSR) to join their growing home services team. This full-time position is critical to daily operations, serving as the first impression for customers and playing a major role in delivering an exceptional customer experience while helping keep technicians productive and schedules running efficiently.

Key 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

• Make outbound calls for:
• Appointment confirmations
• Membership follow-up
• Unsold estimates
• Maintenance reminders
• Customer check-ins
• Help maintain strong customer retention and rebooking rates.

Requirements & Tech Stack

• Service Titan (or ability to learn)
• Computer and phone skills

Qualifications

• 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.

Preferred Experience

• Customer service experience.
• Dispatching or scheduling experience.
• Experience in HVAC, plumbing, electrical, or home services industry.

Performance Expectations

• Maintain a high call booking rate.
• Keep customer interactions professional and efficient.
• Support technician productivity and schedule flow.
• Accurately document customer information.
• Deliver excellent customer service consistently.

What We Offer

• Competitive hourly pay: $18.00 - $24.00 per hour.
• 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).
• Benefits are set by the individual franchisee.