Position: Customer Service Representative – Plumbing & Water Treatment Services
Location: Phoenix, Maryland
Compensation: $25–$30 per hour
Employment Type: Full-Time, In-Office Role Summary

We're looking for a dedicated, client-oriented Customer Service Representative to support our plumbing and water treatment operations. This phone-centric position focuses on delivering outstanding support by handling appointment scheduling, customer inquiries, and service coordination. A key requirement for success in this role is direct, hands-on experience using ServiceTitan CRM, as it is our primary platform for managing customer records, scheduling, and service workflows. Familiarity with Maryland's local areas will help ensure efficient routing and clear communication with clients.

Core Duties
Appointment Management & Scheduling (via Phone):

• Handle inbound and outbound calls to book maintenance and service visits for plumbing and water treatment systems.
• Optimize technician calendars for maximum productivity and prompt customer service delivery.
• Verify appointments with clients, clarify details, and resolve any timing or availability questions.

Superior Client Support:

• Act as the main point of contact over the phone, providing friendly, professional assistance for questions, concerns, or adjustments.
• Conduct post-service follow-up calls to confirm satisfaction and resolve lingering matters.
• Develop positive, lasting connections with customers to encourage repeat business and referrals.

Data & Administrative Tasks:

• Accurately input customer information, call logs, and appointment details into the system (primarily ServiceTitan).
• Handle confirmation messages, follow-up communications, and record-keeping for service history and reporting.

Local Expertise & Team Coordination:

• Apply knowledge of Maryland locations to recommend practical technician routes and share relevant area details with customers.
• Partner closely with field technicians and office team members to maintain seamless service operations.

Required Qualifications
Essential Experience:

• Strong requirement: Proven experience working with ServiceTitan CRM – must be comfortable navigating the platform for scheduling, customer data entry, call logging, and related functions.
• At least 2 years in a customer service capacity, ideally phone-based and in plumbing, water treatment, or a related home services field.
• Prior background in appointment setting or service coordination is strongly preferred.
• Exposure to the home services or improvement sector is advantageous.

Key Competencies

• Outstanding verbal communication skills with a warm, professional tone.
• Excellent time management and ability to juggle multiple calls and schedules under pressure.
• Solid proficiency with CRM/scheduling tools (ServiceTitan experience is critical).
• Good understanding of Maryland geography for route planning and client discussions.

Personal Qualities

• Genuinely focused on customer needs with a solution-driven mindset.
• Highly organized, attentive to detail, and capable of thriving in a dynamic setting.
• Self-motivated yet effective in team environments.

Minimum Requirements

• High school diploma or GED; relevant certifications in customer service or administration are a bonus.
• Ability to work on-site in our Phoenix, Maryland office.
• Prior work in plumbing, water treatment, or similar home improvement fields is preferred.

What We Offer

• Competitive pay range of $25–$30 per hour.
• Clear pathways for professional development and advancement.
• Positive, team-oriented workplace dedicated to exceeding customer expectations.

If you have solid ServiceTitan CRM experience and are passionate about providing top-tier phone support in the plumbing and water treatment space, we encourage you to apply!