Customer Service Representative

Customer Service Representative

Gold Star Plumbing & Drain

About Us

Gold Star Plumbing & Drain is a family-owned and operated company dedicated to delivering exceptional service to our customers. As a Customer Service Representative, you will be the first point of contact for our clients and play a key role in creating a seamless, positive experience.

This role offers the opportunity to work in a supportive, team-oriented environment that values integrity, long-term relationships, and a commitment to excellence. If you are a friendly, confident communicator who thrives in a fast-paced setting and enjoys helping others, this is a great opportunity to join a company known for its 5-star service.

Responsibilities

• Answer inbound customer calls promptly and professionally, following company service standards

• Gather detailed information about plumbing and drain issues to create accurate job descriptions

• Schedule appointments in coordination with the dispatcher and team

• Verify customer contact information, including email, phone number, and address

• Follow up with customers after service to ensure satisfaction

• Contact customers regarding unpaid invoices and collect outstanding balances

• Create, update, and organize customer accounts and service notes in ServiceTitan

• Process payments, membership renewals, and billing inquiries

• Maintain accurate service logs, call records, and customer history

• Assist with outbound calls for scheduling, follow-ups, maintenance reminders, and membership campaigns

• Collaborate with the dispatching team to keep schedules full and efficient

• Communicate customer concerns or special needs to management or field staff as needed

• Participate in team meetings to improve service, communication, and workflow

Qualifications

• Customer service experience, preferably in the home service industry

• Strong phone communication and active listening skills

• Ability to multitask in a fast-paced, high-call-volume environment

• Computer proficiency and comfort using ServiceTitan or similar software

• Detail-oriented with strong data entry accuracy

• Positive attitude with a team-first mindset

• Warm, professional phone presence

• Strong problem-solving skills

• Patient, empathetic, and customer-focused

• Reliable, punctual, and able to remain calm under pressure

Work Environment

• Office-based role with high phone and computer usage

• Fast-paced, service-driven atmosphere

• Daily interaction with customers, technicians, and management

Schedule

• Shifts:

  • 7:00 am – 3:30 pm or 7:30 am – 4:00 pm

  • 30-minute lunch daily

• On-call every 3–4 Saturdays

  • Three-month schedule provided in advance and approved by all parties

• Saturday hours:

  • 7:30 am – 3:00 pm

  • No lunch break