Customer Care Advocate

Customer Care Advocate at Radiant Plumbing and Air Conditioning

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Customer Care Advocate

• Austin, TX
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• Dispatch
• $20.00 - $22.00 / hr
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• Customer Care Advocate
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Since 1999, we've been Austin's bold and quirky solution for all things plumbing and air conditioning. We don't just stand out, we shine! From memorable service to a fun-loving company culture, we're a team that has your back (and yes, we mean it).

Ready to take your career to the next level? Don't let your future swirl down the drain, apply today and join the best in the business!

The Good Stuff:

• Medical, Dental, Vision & Pet Insurance
• 401(k) with 4% company match
• PTO, Paid Holidays & Paid Wellness Time
• Employee Discounts
• Continuous Training and Career Development

About the Role:

The Customer Care Advocate is responsible for delivering a great customer experience while representing the Radiant brand and culture at all times. This person serves as a liaison between customers and the company, helping resolve concerns, answer questions, and ensure every interaction is handled with professionalism and urgency.

This role will work closely with customers, managers, technicians, and vendors to identify trends, resolve issues, and improve the overall customer experience.

Job Duties:

• Handle customer inquiries, account updates, and transactions accurately and in a timely manner
• Respond to customers, vendors, managers, technicians, and third parties primarily by phone, with some email communication
• Resolve customer concerns on the first call whenever possible
• Deliver 5-star service while handling customer issues in a professional manner
• Monitor and track 5-Star Reviews for weekly technician bonus programs
• Maintain customer review reporting and respond to review comments
• Create reports, identify trends, and provide updates to leadership
• Monitor and update customer concerns in ServiceTitan Task Manager
• Escalate unresolved customer or billing concerns when needed
• Participate in company meetings and training opportunities
• Recommend process improvements to help prevent future customer issues

What You Need:

• High School Diploma or GED preferred

• Minimum of 3 years of customer service experience

• Experience in plumbing, HVAC, electrical, or home services is helpful but not required

• Strong communication, problem-solving, and organizational skills

• Comfortable working in a fast-paced environment and handling multiple priorities

• Strong computer skills, especially with Microsoft Word and Excel

• Ability to type at least 40 WPM accurately

• Experience with MS Office, ServiceTitan, and Microsoft Teams is preferred

• Experience creating reports or analyzing trends is a plus

• Must be able to pass a background check

• This is an in-office position based in Austin, TX with 1 remote day per week

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