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Customer Service Representative (CSR)
Job
Plumbing Plus
Poway, CA (In Person)
$47,840 Salary, Full-Time
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Job Description
Plumbing Plus is seeking a highly organized and customer-focused Customer Service Representative (CSR) to join our growing residential plumbing team. This role is critical to the success of our operation. The CSR is the first impression for our customers and helps drive scheduling efficiency, customer satisfaction, and overall company performance. We are looking for someone who can handle a fast-paced environment, communicate professionally, stay accurate under pressure, and help keep operations running smoothly day-to-day. This is not a passive receptionist position. We are looking for someone who takes ownership, communicates proactively, and helps keep the operation moving efficiently! Responsibilities Answer incoming customer calls professionally and courteously Book service calls and maximize scheduling opportunities Communicate scheduling updates with customers and field staff Maintain accurate customer records and job information Assist with memberships, follow-up calls, and customer retention Handle customer concerns and de-escalate issues when necessary Support office operations and administrative tasks as needed Work closely with management to maintain efficient daily workflow Be a back-up dispatcher in scenarios where the primary dispatcher is unavailable Qualifications 1 year experience using ServiceTitan, HomePro, or similar home service software is highly preferred, but not necessary Previous experience in plumbing, HVAC, electrical, or home service industry strongly preferred Strong phone and customer service skills Ability to multitask in a fast-paced environment High attention to detail and accuracy Strong organizational and communication skills Positive attitude and team-oriented mindset Comfortable working with scheduling, dispatching, and customer follow-up Proficient with computers and office software What We're Looking For The ideal candidate is: Calm under pressure Reliable and punctual Solution-oriented Organized and proactive Comfortable managing multiple moving pieces at once Able to create a positive customer experience even during stressful situations