Senior Customer Service Representative / Office Coordinator

Service Squad Plumbing has served Fort Worth and the greater DFW area since 2017. We are a licensed, insured, full-service plumbing company handling everything from drain cleaning and water heaters to slab leaks, gas lines, and 24/7 emergencies. We are looking for an experienced customer service professional who can be both a frontline CSR and a key part of our office operations.

This is not a traditional office manager position where your primary responsibility is supervising from behind the scenes. Answering phones, booking calls, helping customers, and keeping our schedule moving are core responsibilities of this position every day. We're looking for someone who is excellent at those fundamentals but is also capable of taking on more responsibility.

The right person will become someone our leadership team can rely on to help keep the office running, make good judgment calls, solve problems, and provide leadership when management is unavailable.

What You'll Do:

- Answer incoming customer calls and serve as a first point of contact

- Book service calls and maximize opportunities for our technicians

- Communicate with customers regarding scheduling, appointments, and concerns

- Help dispatch and coordinate the daily service schedule

- Handle customer issues before they need to be escalated

- Support and help organize the other members of the office team

- Identify problems in our processes and help improve them

- Help ensure company procedures and standards are being followed

- Make appropriate day-to-day operational decisions when leadership is unavailable

- Assist management with projects, reporting, and other operational needs

Who We're Looking For:

We want someone who has strong customer service experience plus experience carrying additional responsibility in an office environment. Experience as a Senior CSR, Lead CSR, Dispatcher, Office Coordinator, Assistant Office Manager, or Office Manager is valuable. Most importantly, someone who doesn't believe any job is "beneath" them, is comfortable spending a significant portion of the day answering phones, can make sound decisions without needing constant direction, takes ownership when something goes wrong, can calmly handle difficult customers and employees, is organized and dependable, notices problems and works to solve them, and can eventually become a trusted second set of eyes for management.

Growth Opportunity: This position has more responsibility and opportunity than a traditional CSR role. Someone who demonstrates strong judgment, leadership, and operational ability will have the opportunity to take on increasing responsibility as we grow.

Schedule: Full-time, in-office. Standard business hours with rotating coverage to support customer needs.

Benefits:

- Competitive hourly base plus performance bonuses

- Paid time off and holidays

- Health benefits

- Paid training and clear paths to grow into dispatch, lead CSR, or operations roles

- A team that backs you up and a company that is growing fast across Texas

Equal Opportunity Statement: Service Squad Plumbing is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, or veteran status.