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Customer Service Representative
Customer Service RepresentativeAIM Plumbing Services • Sinton, TX, US
Customer Service Representative

Customer Service Representative

AIM Plumbing Services • Sinton, TX, US
9 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Position Summary

The CSR serves as the first point of contact for customers, providing outstanding service by answering calls, scheduling appointments, managing inquiries, and ensuring a smooth workflow between customers and field technicians. This position requires strong communication, organization, and multitasking skills in a fast-paced service environment.

Duties & Responsibilities Customer Interaction

  • Answer incoming phone calls promptly and professionally.
  • Greet customers with a friendly and helpful attitude.
  • Listen to and document customer issues, concerns, or requests accurately.
  • Provide information about company services, pricing, and scheduling availability.
  • Handle customer complaints or escalate them to management when necessary.

Scheduling & Dispatching

  • Schedule service appointments efficiently to maximize technician productivity.
  • Coordinate with dispatch to assign jobs based on technician skill, location, and workload.
  • Confirm and follow up on appointments.
  • Communicate updates or delays to customers as needed.

    • Administrative Support

  • Maintain accurate customer records and service history in the CRM system.
  • Process service invoices and payments when applicable.
  • Prepare and send estimates, invoices, or service reports.
  • Assist with data entry, filing, and maintaining daily call logs.

    • Team Coordination

  • Work closely with technicians and management to ensure smooth operations.
  • Communicate job details, special instructions, and customer expectations to the field team.
  • Participate in daily scheduling and performance meetings.

    • Requirements & Qualifications Education & Experience

  • High school diploma or GED required.
  • Prior experience in customer service, dispatch, or administrative role (plumbing or home service industry preferred).
  • Basic understanding of plumbing terminology is an asset.

    • Skills & Competencies

  • Excellent communication and interpersonal skills.
  • Strong organizational and multitasking abilities.
  • Proficiency in using computers, scheduling software, and CRM systems.
  • Ability to handle stressful situations calmly and professionally.
  • Detail-oriented and reliable with a strong sense of accountability.

    • Work Environment

  • Office-based position, typically 8 AM–5 PM (some flexibility required).
  • Fast-paced environment requiring coordination between office and field staff.

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    Customer Service Representative • Sinton, TX, US