Customer Service Representative

Allegiant Plumbing

EMPLOYEE JOB DESCRIPTION

Customer Service Representative- Plumbing Service Department

Reports To: Service Administrator

FLSA Status: Non-exempt

SUMMARY: A Customer Service Representative (CSR) is the primary point of contact for clients, managing inbound and outbound communications, billing, scheduling, and dispatching field technicians.

DUTIES AND RESPONSIBILITIES:

• Inbound & Outbound Communication: Answer multi-line phones, live chats, and emails with a calm, empathetic, and professional tone.
• Scheduling & Dispatching: Coordinate service calls, manage daily calendars, and dispatch plumbers based on location and availability.
• Problem Solving: Triage plumbing emergencies (like burst pipes or clogged drains) and set clear expectations for timing and next steps.
• Data Management: Input customer data, update service records, and process work orders accurately. Partner with the field technicians to ensure all information has been entered accurately. Prepare and send invoicing.
• Post-Service Follow-Up: Call customers after completed jobs to confirm satisfaction and handle open questions. Follow up on Accounts receivable items with customers to ensure they received an invoice, requested documentation and collect payment.
• Post-Service Follow-Up: Assists the Service Administrator with all other tasks and job duties as assigned and as needed.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• **Education and/or Experience –**1+ year in a customer-facing or phone-based role (call center, dispatch or retail) with experience in the plumbing or trades industry a strong plus.

• **Communication Skills –**Clear, calm speaking voice with conflict-resolution skills to identify and handle the urgency of each task and work in a position with high stressed clients. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to interact clearly and effectively, in both written and oral communication, with supervisor, clients, staff, vendors, etc.

• **Technical Skills -**To perform this job successfully, an individual should be proficient in personal computer skills and multi-tasking across software platforms including Industry Software), electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc. Familiarity with field service management tools like Housecall Pro or Service Titan is preferred.

COMPETENCIES:

• Attendance: Attendance refers to the consistency that an employee shows in turning up for work and completing their normal work hours.

• Positive Attitude: The ability to select, maintain or adapt one's best attitudes for the present. Behavior in a given situation can be viewed as a function of the individual's attitude towards the situation.

• Communication: Communication refers to the ability to inform orally and in writing, with clarity and good effect. It means to understand clearly and quickly when instructions or orders are received. It means judgment about what information is important and what is not, and what should be communicated, how, to whom and when.

• Detail Oriented: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

• Organization Support: Refers to the ability to follows policies and procedures. Completes administrative tasks correctly and on time. Supports organization's goals and values.

PHYSICAL DEMANDS:

While performing the duties of this job, the individual must be able to remain in a stationary position for 50 percent of the time while operating their computer and performing office work. The individual needs to occasionally move about inside the office, as well as within the warehouse area. They constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine, and computer printer. They must be able to exchange accurate information with customers and others in the office while interacting. The employee must regularly move up to 50 pounds. The individual must be capable of reviewing their work for errors and make adjustments as necessary.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. Most activities involve fine motor and gross manipulation of items.

WORK ENVIRONMENT:

While performing the duties of this job, the individual is occasionally, when walking through the warehouse exposed to wet and/or humid conditions; moving mechanical parts; fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually low in the office, but the employee can be exposed to moderate to loud noise level while in the warehouse. This position may allow work from home.

Individuals are required to wear personal protective equipment at all times while walking through the warehouse. The employee will be required to wear closed toed boots while at a job site or in the warehouse.

Employee Signature: Date:

Employee Name: Date:

During Training: 730-300 pm Monday - Friday at the office.
Upon Completion of Training: 10-7 Monday - Friday at the office with opportunity of work from home.

8 hours per day excluding breaks.