Job Details

Position Summary:

Absolute Plumbing Services is seeking a reliable and customer-focused Customer Service Representative (CSR) to join our team. The CSR serves as the first point of contact for our customers, providing support through phone and scheduling systems. This role requires participation in a rotating schedule that includes after-hours, weekends, and some holidays to ensure our customers receive prompt and professional service 24/7.

Key Responsibilities:

• Answer incoming calls and respond to customer inquiries with professionalism and empathy

• Schedule service appointments

• Handle emergency calls and coordinate urgent service needs

• Participate in an on-call rotation for after-hours, weekends, and some holidays

• Maintain accurate customer records in the company CRM system

• Confirm appointments and follow up on completed jobs to ensure satisfaction

• Communicate with field technicians regarding job updates, notes, and changes

• Address and resolve customer concerns or complaints in a timely manner

• Collect payment information over the phone when required

• Perform other administrative and support duties as needed

Requirements:

• High school diploma or GED (required); some college or customer service training preferred

• 1+ year of customer service or office experience (plumbing or trades industry is a plus but not required)

• Comfortable with scheduling software and basic computer applications

• Strong communication, organization, and problem-solving skills

• Ability to remain calm and professional under pressure

• Must be willing to work a rotating schedule including after-hours, weekends, and some holidays

• Work Environment & Schedule:

• Monday through Friday 8am-5pm

• Office setting, and remote (work from home) on on-call shifts.

• Normal business hours with required participation in a shared after-hours and weekend rotation

• Holiday shifts assigned on a rotating basis

• May require use of a company-provided phone or app during on-call periods

Compensation & Benefits:

• Competitive hourly wage or salary (based on experience)

• Incentivized pay for after-hours, weekend, and holiday shifts

• Health, dental, and vision insurance (if offered)

• Paid time off and company holidays

• Supportive team environment with room for growth

• Training provided on company systems and procedures