Residential & Commercial Plumbing Industry
Reports to General Manager
This role will be working 100% in our Durham, NC office Monday through Friday 7:30a - 4p.
Acme Plumbing is a family-founded residential & commercial plumbing company that has served the Raleigh, Durham, and Chapel Hill "Triangle" area since 1947. The company has built a multi-generational legacy of integrity, craftsmanship, and community trust.
We specialize in a comprehensive range of plumbing solutions, including residential service and repair, maintenance, installation, commercial installations, and full-scale renovations. Known for our "Deep Roots, Modern Approach" philosophy, we combine decades of technical expertise with a commitment to modern technology and professional service excellence.
Customer Service Representative Role: We are looking for a new teammate to support our Customer Service Department to take exceptional care of our customers. You will be the first voice homeowners hear, and will ensure each caller feels taken care of.
What you’ll do
-
Answer inbound calls, text, and web requests
-
Turn calls into booked service calls, utilizing ServiceTitan, by asking the right questions and setting expectations
-
Manage the schedule with the Dispatcher to ensure our Technicians are productive
-
Make outbound calls; appointment confirmations, follow-up’s, unsold estimates & maintenance reminders
-
Promote & enroll customers into our Maintenance Membership Program
-
Maintain accurate customer accounts in ServiceTitan, including all job notes & call outcomes
-
Handle billing questions & customer concerns in a calm and professional manner, and escalate to leadership when necessary
What you’ll need
-
1+ year(s) of call center, or high-volume phone customer service experience
-
Hands on ServiceTitan experience (booking, scheduling, customer records)
-
Clear & friendly phone etiquette, and professional written communication
-
Comfort multi-tasking between phone calls, text, the schedule, and emails daily
-
Reliable attendance - your shift will begin at 7:30am
-
Proactive with identifying and resolving needs, self starter
-
Experience with Microsoft 365 (Outlook, Excel, Teams)
-
Motivated to grow internally into a Lead Customer Service Representative, or Customer Service Manager
What’s nice to have
-
Plumbing, HVAC, electrical, or home service company experience
-
Membership Sales, or Service Agreement Sales experience
What you’ll gain
-
Be a part of a team that is expanding quickly, with a passion for high quality service and family friendly culture.
-
On the job training
-
Health insurance - medical, dental, vision
-
Retirement benefits - 401k matching
-
Personal Time Off - eligible for PTO after 1 year of service (can request unpaid time off before 1 year anniversary)
-
Discretionary annual bonus based on company performance, business unit performance, and individual performance
-
Ability to grow internally with a rapidly expanding team into a Lead Customer Service Representative, Customer Service Manager, or Call Center Manager
Have questions or want an update on your application? Text our Corporate Recruiter, Amanda @ 980.553.0103.
Customer Service Representative in Durham employer: Acme Plumbing Co.
At Acme Plumbing, we pride ourselves on being a family-founded institution with deep roots in the Durham area, offering a supportive and collaborative work environment for our Commercial Plumbing Estimators. With a commitment to employee growth, we provide comprehensive benefits, including health insurance, a matching 401K plan, and performance bonuses, ensuring that our team members are well taken care of as they contribute to our legacy of integrity and craftsmanship. Join us in a stable, growing company where your expertise will be valued and your career can flourish.
