Customer Service Representative

CUSTOMER CONCIERGE

Howze Plumbing

• Keller, TX
• Full-Time
• In-Person

ABOUT THE ROLE

The Customer Concierge is the first voice a customer hears and the reason they call back. At Howze Plumbing, we've been earning trust in the DFW area for over 30 years. This role makes that promise real every day. You're not just answering phones, you're shaping the customer's entire experience before a technician ever shows up at their door. You'll manage inbound and outbound interactions, convert calls into appointments, follow up after service, and make sure no customer feels forgotten- all while working inside Service Titan alongside our field team.

WHAT YOU'LL DO

Answer every inbound call with professionalism, warmth, and urgency — these are leads, not interruptions Convert service inquiries into booked appointments, handling objections with confidence (not a script) Book and manage appointments in Service Titan with accurate notes, technician assignment, and scheduling details Make outbound calls to confirm appointments, follow up after jobs, and re-engage on unsold estimates Contact customers proactively for membership renewals, seasonal maintenance, and service reminders Set technicians up for success by communicating customer context before every appointment Monitor open opportunities and flag revenue before it walks out the door

WHAT WE'RE LOOKING FOR

2+ years in customer service, inbound sales, or a call-handling role Strong verbal communication — clear, confident, and natural under pressure Ability to handle objections and guide conversations without becoming scripted or robotic Comfortable working fast while maintaining CRM accuracy Organized, detail-oriented, and accountable — you follow through without being chased

Preferred:

Experience in home services or residential trades. Familiarity with Service Titan or similar platforms. We'll train the right person on our systems and processes. We cannot train drive, ownership, or communication instincts. Those need to come with you.

COMPENSATION

Base Pay:

$18-$20+/hr depending on experience

Performance Bonuses:

Per-booked-call incentives + monthly tier bonus based on booking rate

Earning Potential:

$55,000-$65,000+ annually for target performers (base + incentives) Full compensation plan provided at offer stage

HOW PERFORMANCE IS MEASURED

Booking Conversion Rate — Inbound leads converted to scheduled appointments Call Quality — Tone, accuracy, objection handling, and consistency Follow-Up Completion Rate — Outbound follow-ups completed within defined windows Customer Satisfaction — CSAT scores and verified 5-star review generation Service Titan Accuracy — Complete, up-to-date notes and opportunity tracking Performance is reviewed at 30 days, 90 days, and ongoing. High performers advance. Average performance does not maintain indefinitely.

WHY HOWZE PLUMBING

We are not a call center. We are not a franchise. We are a family-owned company that has been doing this the right way in DFW for over 30 years and we are selective about who represents us. A team that holds a high standard and expects you to as well Real investment in your development — coaching, scripting, and ongoing training A clear growth path into a senior or leadership role as the company grows Your work has a direct impact on revenue and on people's lives A company small enough that you are known, valued, and heard "A Small Company BIG on Service."

HOW TO APPLY

Submit your resume and a brief personal note — not a template, not a form response.

Tell us:

What makes you good on the phone What kind of environment brings out your best work Why Howze Plumbing is the right next step for you Applications without a personal note will not be reviewed. That filter is intentional.

Pay:

$18.00 - $25.00 per hour

Benefits:

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

Work Location:

In person