Customer Service Representative
Job Description
Job Description
About Us
At Right Choice Plumbing & Rooter, we're a family-owned business on a mission to raise the bar in plumbing services across the Mid-Shore. We prioritize integrity, transparency, timeliness, and exceptional customer service in every job we do. Our team is growing, and we're looking for someone who shares our values and is excited to grow with us.
Job Summary
We're hiring a Customer Service Representative to be the first point of contact for our customers. This role is perfect for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering top-notch service. You'll handle scheduling, dispatching, and follow-ups while supporting our office team with billing and data tracking. You must live within 30–60 minutes of our Easton, MD office, as the job may require up to two days per week in the office, including one mandatory in-person team meeting each week.
Responsibilities
- Answer inbound calls with professionalism and warmth
- Schedule jobs and dispatch technicians efficiently
- Follow up with customers after service to ensure satisfaction
- Manage and follow up on unpaid invoices
- Assist the Office Manager with data tracking and reporting
- Provide support in handling escalated customer concerns
- Collaborate with the team to maintain smooth daily operations
Qualifications
- 2+ years of customer service experience required
- Experience in the trades (plumbing, HVAC, electrical, etc.) preferred but not required
- High school diploma (or equivalent) required
- Proficient in Google Workspace (Docs, Sheets, Calendar)
- Experience with scheduling/dispatch software is a plus
Skills
- Exceptional phone etiquette and professional communication
- Strong multitasking and organizational skills
- Ability to calmly and effectively diffuse upset customers
- Problem-solving mindset with good judgment to triage customer needs
- Tech-savvy and comfortable learning new systems quickly
Work From Home Requirements
Because this role is a hybrid role, you must have:
- A personal cell phone with reliable service
- A desktop or laptop computer available at all times during work hours
- A quiet, distraction-free workspace (no background noise, interruptions, or kids during work hours)
- Reliable high-speed internet connection
Compensation & Benefits
- $18–$25/hour (depending on experience)
- Paid Time Off (PTO)
- 7 Paid Holidays + Your Birthday Off
- Health insurance
- Retirement plan
- Employee discounts
- Opportunity for growth into leadership roles (Office Manager, Dispatcher, etc.)
Why Join Us?
This isn't just a job - it's a chance to grow with a small, family-owned company that values people just as much as customers. You'll have the stability of a full-time role, flexibility with a remote hybrid schedule, and the opportunity to make a real impact in our community.
Applicants will be required to pass a pre-employment drug screening (which includes screening for marijuana) to be eligible for employment.
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