Customer Service Representative - plumbing servicesSupporting Enterprises Inc.

CUSTOMER SERVICE REPRESENTATIVE - PLUMBING SERVICES
 
Reports to: Account Immediate Supervisor
Location: 9th Floor, MSY Tower, Pescadores Road, Cebu Business Park, Hipodromo 6000, Cebu City
Job Type: Full-Time
Work Setup: Onsite
Work Hours: Night or Graveyard Shift (12:00 AM - 8:30 AM)
 
Job Purpose:
 
The Customer Service Representative (CSR) plays a critical role in ensuring seamless customer experiences and supporting the service team. Focused primarily on outbound call efforts, this individual will be responsible for making 8-10 calls per hour from the company database within Service Titan and scheduling at least one plumbing service appointment per hour. Beyond booking appointments, the CSR will actively resolve customer issues, provide excellent service, and collaborate closely with the field and dispatch teams. The CSR must be proactive in addressing customer needs, ensuring prompt communication between technicians, customers, and the service team, and handling service follow-ups. In addition to outbound calls, this role may include inbound calls, requiring the CSR to react quickly to emergency and non-emergency situations.
 
Key Responsibilities:
Convert incoming customer calls into booked service appointments to max capacity.
Take credit card payments.
Deliver call scripts with an authentic cadence; be clear, compelling and personable.
Respond to customer requests, resolve issues and promote the brand.
Be professional and establish customer rapport, encouraging repeat business.
Participate in training to boost booked calls and practice outbound calling.
Adhere to the company's plan for resolving customer complaints quickly and favorably.
Maintain and update Service Titan with complete and accurate information.
Qualifications:
Proven track record in customer service excellence.
Strong IT competence; proficient typist with expertise in phone systems and Service Titan.
Highly organized with exceptional follow-through skills.
Outstanding verbal and written communication abilities.
Ability to build trust and demonstrate empathy in all interactions.
Adaptable and thrives in a fast-paced, goal-driven environment.
Competitive individual contributor with a team-oriented mindset.
Meticulous with data entry; ensures accuracy and completeness.
Demonstrated success in outbound call booking.
Service Titan software knowledge and plumbing knowledge are a huge plus for this role.