Location: Phoenix, MD Salary: $25–$30 per hour Full Benefits Employment Type: Full-Time REQUIRED EXPERIENCE: SERVICE TITAN CRM Overview: We are seeking a professional and customer-focused Customer Service Representative to join our team in the plumbing and water treatment industry. The ideal candidate will excel in phone-based customer interactions, scheduling maintenance and service appointments, and ensuring a seamless experience for our clients. With a strong emphasis on phone communication and knowledge of Maryland locations, this role is critical to coordinating our plumbing and water treatment system maintenance services. Key Responsibilities: • Phone-Based Scheduling & Coordination: • Manage incoming and outgoing phone calls to schedule plumbing and water treatment system maintenance appointments for technicians. • Coordinate technician schedules to optimize efficiency and ensure timely service for customers. • Confirm appointments with clients via phone, providing clear details and addressing scheduling inquiries. • Customer Service Excellence: • Serve as the primary phone contact for clients, delivering exceptional service by addressing inquiries, resolving scheduling conflicts, and handling service-related concerns. • Follow up with customers post-service to ensure satisfaction and address any outstanding issues. • Build rapport with clients to foster trust and long-term relationships. • Administrative Support: • Perform data entry to log service calls, customer details, and appointment notes in our scheduling system. • Manage correspondence related to appointment confirmations and follow-ups. • Maintain accurate records of customer interactions and service schedules for reporting purposes. • Local Knowledge Application: • Utilize familiarity with Maryland geography to assist in scheduling efficient technician routes and communicating location-specific details to clients. • Team Collaboration: • Work closely with technicians and office staff to ensure smooth communication and coordination of service schedules. Qualifications: • Experience: • MUST HAVE EXPERIENCE WITH THE PROGRAM SERVICE TITAN CRM! • Minimum of 2 years of customer service experience, preferably in a phone-based role within the plumbing or water treatment industry. • Experience scheduling appointments or coordinating services is highly preferred. • Familiarity with the home improvement industry is a plus. • Skills & Knowledge: • Exceptional phone communication skills, with a professional and friendly demeanor. • Strong organizational skills to manage high call volumes and multiple schedules. • Proficiency in scheduling software, calendar management tools, or CRMs (e.g., Google Calendar, ServiceTitan). • Knowledge of Maryland geography to support efficient scheduling and customer communication. • Attributes: • Customer-oriented with a proactive approach to solving issues. • Detail-oriented and able to multitask in a fast-paced environment. • Ability to work independently while collaborating effectively with a team. Requirements: • High school diploma or equivalent; additional certifications in customer service or office administration are a plus. • Must be able to work in-office in Phoenix, Maryland. • Previous experience in plumbing or water treatment industries is preferred; home improvement industry experience will be considered. Benefits: • Competitive hourly wage ($25–$30/hour). • Health, Vision, Dental, 401k • Opportunities for career growth within the company. • Supportive and collaborative work environment focused on customer satisfaction.