Customer Care Specialist

• 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.

• Experience:
  • MUST HAVE EXPERIENCE WITH THE PROGRAM SERVICE TITAN!
  • 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.

• 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.

• Competitive hourly wage ($25–$30/hour).
• Opportunities for career growth within the company.
• Supportive and collaborative work environment focused on customer satisfaction.

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