Customer Service Representative

Benjamin Franklin Plumbing; North East; On-site; GBP 40,000 - 60,000; Full time

Job summary

A plumbing service provider in the UK is seeking a dedicated Customer Service Representative to manage calls and scheduling. The ideal candidate enjoys client interaction and takes ownership of customer service. Responsibilities include booking leads, supervising maintenance calls, and improving office efficiency. This full-time in-office position offers an opportunity for professional growth and uncapped earning potential.

Benefits

401(k) matching

Health insurance

Opportunity for advancement

Paid time off

Training & development

Qualifications

• Strong communication skills and natural empathy required.
• Detail-oriented and self-motivated personality sought.
• Ability to learn and follow company standards essential.

Responsibilities

• Book leads and maintain a full schedule.
• Handle outbound calls and follow up on missed leads.
• Assist in supervising and dispatching maintenance calls.
• Organize office processes to enhance efficiency.
• Log calls, quotes, and reasons for wins/losses.
• Notify clients about schedule changes and reschedule as needed.

Skills

Excellent communication skills

Detail-oriented

Customer-focused

Strong multitasking skills

Professional and dependable

Organizational skills

Comfortable using computer systems

Tools

ServiceTitan

Scheduling software

Job management tools

Job description

Benefits:

• 401(k) matching
• 401(k)
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

Are you organized, self‑motivated, and energized by helping people? We’re looking for a Customer Service Representative who enjoys building trust with clients and taking ownership of every customer interaction. This role is ideal for someone who loves answering and making calls, scheduling appointments, assisting with dispatching, and managing office operations.

Key Responsibilities

• Book every possible lead and maintain a full schedule
• Confidently handle outbound calls and follow up on missed leads
• Assist with supervision and dispatching of scheduled service and maintenance calls
• Organize office processes to improve efficiency and ensure materials are ready for daily operations
• Send invoices and follow up on payments
• Log calls, quotes, and reasons for won or lost bids
• Notify clients in advance if a plumber will not arrive on time and reschedule appointments as needed
• Coordinate permits and inspections
• Collect data on call volume, jobs completed, jobs quoted, and other customer activity
• Manage job board, inventory, and employee data for proper job costing
• Make every effort to maximize productivity and revenue through effective call scheduling
• Reply to emails and incoming calls promptly
• Take personal ownership of calls and turn them into appointments

What We’re Looking For

• Excellent communication skills and natural empathy
• Detail-oriented, self‑motivated, and customer‑focused
• Professional, dependable, and reliable
• Willingness to learn and follow company standards
• Strong multitasking and organizational skills
• Comfortable using computer systems, scheduling software, and job management tools
• Excited by uncapped earning potential
• ServiceTitan experience preferred
• Dispatching experience preferred
• Full‑Time • In Office • Weekdays, Monday–Friday, 8:00 AM–4:30 PM

Why You’ll Love This Role

This is your opportunity to be the voice of the company, ensure smooth operations, and deliver exceptional service that leaves a lasting impression on every customer. You’ll have autonomy in your role, the support of a strong team, and the chance to grow with a company that values professionalism, dedication, and results.