Client Care Representative

Benefits:

Paid holidays off Birthday PTO Benjamin Franklin Plumbing® / Authority Brands training curriculum 4 Tier promotion path from Day 1 Clear advancement path as the business scales Performance bonus tied to booking metrics & operational KPIs 401(k) matching Competitive salary Dental insurance Flexible schedule Health insurance Paid time off Signing bonus Vision insurance Employee discounts

JOB SUMMARY

At Benjamin Franklin Plumbing® of Intown Atlanta, the Client Care Representative (CCR) ensures that the first interaction a client has with our organization is first rate in terms of service quality. The CCR answers incoming client telephone calls. Assists with the supervision and dispatching of all scheduled service and maintenance calls.

WHAT WINNING LOOKS LIKE IN THIS ROLE

✓ Calls answered promptly, professionally, and with a tone that earns trust in the first 30 seconds ✓ Booking conversion rates that reflect skill, not luck — because you ask the right questions ✓ A technician schedule that runs clean, with smart routing that respects their time and our customers' ✓ Zero customers left wondering what's happening — proactive communication is your default ✓ A database that's complete and current, because you treat it like the operational asset it is ✓ Customer complaints handled and resolved without escalation — you solve it, you own it ✓ A reputation — earned one call at a time — for the best service experience in the market

YOU ARE THE RIGHT PERSON

IF... You know Intown Atlanta's neighborhoods, rhythms, and traffic patterns from real experience You've worked in customer-facing roles for 2+ years and you're proud of what you built in those rooms You've handled homeowner calls — stressed, frustrated, demanding — and you never lost the room You think in systems. You notice when things are out of order and you fix them without being asked You can hold five moving pieces in your head, stay composed under pressure, and still make the next caller feel like they're your only call You take pride in your communication — clear, warm, and direct — whether you're talking to a homeowner in Buckhead or a technician stuck in Decatur traffic You're not looking for a job. You're looking for a place to build something that matters

QUALIFICATIONS

Education High School Diploma or GED required; additional education is a plus, not a requirement Experience 2+ years in customer service, client care, call center, or operations coordination Experience in home services — plumbing, HVAC, electrical, or similar trades — is a significant advantage Dispatch or scheduling experience is a strong plus; a track record of learning fast is equally valued Requirements Ability to pass a background check and drug screen Proficiency with Microsoft Office; willingness to learn and master ServiceTitan from day one Strong verbal and written communication — you say what you mean and mean what you say Valid Georgia driver's license (required for occasional operational needs)

WHY BENJAMIN FRANKLIN PLUMBING

®

OF INTOWN ATLANTA?

Feel like your hard work goes unnoticed? Tired of being the one who fixes everything while someone else takes the credit? At Benjamin Franklin Plumbing®: Your experience is valued - not overlooked Your voice is heard - we actually listen Your work is recognized and appreciated You're part of the team We built this offer around one question: What would make a top-tier Client Care Representative stay here for 10 years? Come talk to us!

CAREERS AT BENJAMIN FRANKLIN PLUMBING

®: Benjamin Franklin Plumbing® is hiring an experienced Client Care Representative who is serious about their career, growth, and delivering high-level service. Do you value professionalism and punctuality? Do you want to work with the best professionals in the plumbing industry? Then you could be a candidate for Benjamin Franklin Plumbing®! If you're an individual who values a rewarding career and would like your customers to be genuinely satisfied, you may be a match for our team. Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate.