Job Description
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
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