Customer Service Representative

Service Squad Plumbing is seeking a Customer Service Representative to join our team in Fort Worth, TX. You will be the first voice every customer hears. Answer inbound calls, capture customer details, and convert calls into booked appointments using ServiceTitan scheduling software. You'll work with dispatch and field technicians to keep operations running smoothly, manage the schedule for technician routing, and promote our membership plans and financing options. This is a high-volume, phone-first role. If you're energized by a busy board, take pride in turning a worried caller into a booked job, and like hitting clear numbers, you will thrive here.

RESPONSIBILITIES:

Answer inbound calls promptly and professionally

Capture customer information (name, address, contact, issue description)

Book appointments and manage schedule in ServiceTitan

Convert calls to booked jobs at or above team booking-rate targets

Make outbound calls for confirmations, follow-ups, and reschedules

Communicate arrival windows and updates to customers

Work closely with dispatch and technicians

Promote membership plans and financing options

Log all interactions accurately

Handle frustrated or anxious callers with patience

WHAT YOU BRING - REQUIRED:

1+ years in phone-based customer service, call center, scheduling, or sales support

Strong phone presence with clear, friendly, professional communication

Comfort working toward daily and weekly performance metrics

Solid computer skills and ability to learn scheduling software quickly

Reliable attendance and ability to work in-office in Fort Worth

Ability to stay composed and helpful under pressure

WHAT YOU BRING - PREFERRED:

Experience in home services (plumbing, HVAC, electrical, foundation, restoration)

Hands-on experience with ServiceTitan or comparable field-service platform

Bilingual English/Spanish

Familiarity with booking-rate, conversion, or sales-driven call environments

FIRST 90 DAYS SUCCESS LOOKS LIKE:

Booking rate consistently meets or exceeds team targets

Calls answered quickly with minimal abandoned calls

Clean, complete job notes that dispatch can act on

Customers feeling confident they chose the right company

SCHEDULE: Full-time, in-office. Standard business hours with rotating coverage.

BENEFITS:

Competitive hourly base ($18-$24/hour) plus performance bonuses

Paid time off and holidays

Health benefits

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

Team support and growing company across Texas