Customer Experience Representative

At Barker and Sons Plumbing, we're a passionate team dedicated to delivering exceptional home services. As a Customer Experience Representative, you'll be at the heart of our mission to make every customer's day a little brighter. You'll engage with our clients, solve challenges, and elevate the customer experience to new heights. Your role will be pivotal, and you’ll find every day brings a new opportunity to learn and grow.

We invest in our people because we believe that great work comes from great people. You'll benefit from professional advancement opportunities, a comprehensive health and wellness package, and a supportive work environment. Our team enjoys flexible schedules, paid time off, and the camaraderie of a workplace that truly feels like family. If you're excited to be part of a company that values innovation and employee growth, we invite you to join us and make a difference in the lives of our customers.

$24 - $26 hourly

• Keep customer satisfaction levels high by providing accurate information, resolving issues, and mitigating complaints

Key Responsibilities:

• Convert incoming customer calls into booked service appointments efficiently.
• Communicate clearly, compellingly, and with a personable approach in every interaction.
• Respond promptly to customer requests, resolving issues while promoting the Barker and Sons Plumbing brand.
• Maintain professionalism and build strong customer rapport to encourage repeat business and referrals.
• Participate actively in ongoing training to improve booked call rates and develop outbound calling skills.
• Adhere to the company’s customer complaint resolution plan, ensuring quick and favorable outcomes.
• Maintain and update the customer database with complete and accurate information.
• Follow up with customers post-service to confirm satisfaction and gather feedback.
• Work closely with dispatch and field teams to optimize scheduling and communication.
• Assist with billing inquiries and direct customers to the appropriate department as needed.
• Track and monitor service requests to guarantee timely resolution.
• Encourage satisfied customers to share their positive experiences and reviews.
• Identify opportunities to recommend additional services tailored to customer needs.
• Collaborate with marketing on promotions and customer communications.
• Support training efforts for new customer service staff.

Required:

• Minimum of 2 years of experience in a customer-facing role.
• Previous experience working in a call center, office environment with high call volume, or related field.
• Excellent active listening, interpersonal, and communication skills.
• Strong problem-solving abilities with a calm and patient approach.
• Ability to type at least 40 words per minute.
• Proficient in using computers and customer management software (CRM) to efficiently manage customer interactions and data.
• Friendly, approachable, and professional demeanor.
• Ability to multitask and manage time effectively in a fast-paced environment.

Preferred:

• Experience with ServiceTitan or similar plumbing/home service software.
• Basic understanding of plumbing terminology and services.
• Bilingual skills (e.g., Spanish/English) a plus.
• Previous experience working in a team-oriented, customer-focused environment.
• Willingness to learn and participate in ongoing training.

Barker and Sons Plumbing is a dedicated team of professionals that’s been serving Orange County since 1983. We’ve grown by hiring the best professional plumbers and making life easy for them. We take great care of them, they love their jobs, and our customers love us for it. Using the latest technology, we provide a complete range of plumbing, drain, and sewer services and do the job right. “We do great work…because we’ve got great people.”

• Professional advancement through sponsored training and continuous development.
• Health and wellness package inclusive of medical, dental, and vision, along with short-term disability and life coverage.
• 401(k) with a 4% match.
• Paid time off, paid holidays, and adaptable schedules.
• Company-provided service truck, tablet, and uniforms.
• Company-wide family events.