Job Summary Carlong Plumbing Solutions is a family-run plumbing company based in Middleburg Heights, Ohio, three years in business and growing. We're hiring a full-time, in-office Customer Service Representative to be the first voice our customers hear. You'll answer inbound calls, run a structured intake process, and get every job into our scheduling system correctly the first time. No plumbing background needed. What matters is a calm, professional phone manner (including with an upset or rude caller), strong attention to detail, and the ability to follow processes and suggest improvements as needed. Responsibilities Answer inbound calls on a phone system and respond to online booking-portal leads promptly and professionally.

Run our call intake process:

confirm the caller is in our service area, identify the type of plumbing issue, and ask the right follow-up questions for that problem type (drain, water heater, leak, sewer, etc.). Create and update customer and job records in our CRM, searching for existing customers first to avoid duplicates. Beyond phone intake, monitor and manage job requests coming through several different partner platforms and portals, each with its own login and workflow, and keep them updated as work progresses. Set accurate customer expectations on every call. Handle calls from our warranty-company partners using their specific intake steps, distinct from a standard new-customer call. Triage urgency (true emergency vs. can-wait) to help prioritize the day's schedule. Stay composed and professional with frustrated or upset customers, de-escalating without losing accuracy on the intake details. Requirements No specific years of experience required. We're open to entry-level candidates with the right phone manner and a strong work ethic. Comfortable on the phone for extended periods, with clear, friendly communication.

Organized and detail-oriented:

this role thrives on capturing the right information on every call. Able to stay calm and professional with a difficult caller. Comfortable learning new software; prior experience with a CRM or field-service platform (Housecall Pro) is a plus but not required. Comfortable juggling multiple software systems and logins without losing track of what's where. Benefits Health, vision, and dental insurance 401(k) Room to grow with a small, family-run company that's actively expanding its team Why Carlong Plumbing We're a growing, family-run local plumbing company serving Cuyahoga, Lorain, Summit, Medina, and Lake counties. Join a small, hands-on team where your work directly shapes the customer's first impression of the company.

https:

//careers.carlongplumbing.com/

Pay:

$20.00 - $25.00 per hour

Benefits:

401(k) Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person