| Location | Riverview, FL |
At The GOAT Plumbing Air & Electric, we believe exceptional customer service starts with exceptional people!
We are a growing home services company committed to delivering outstanding plumbing, air conditioning, and electrical solutions while creating an experience that makes every customer feel valued, heard, and taken care of.
Our success is built on teamwork, accountability, integrity, and a commitment to doing things the right way.
We're looking for energetic, customer-focused individuals who enjoy helping people, thrive in a fast-paced environment, and take pride in delivering an exceptional customer experience.
If you're a great communicator, enjoy solving problems, and know how to turn conversations into opportunities, we want you on our team!
We are seeking a motivated, professional, and results-driven Customer Care Representative (CSR) to serve as the first point of contact for our customers.
This position plays a critical role in the success of our business by managing inbound customer inquiries, scheduling service appointments, following up on opportunities, and ensuring every interaction reflects THE GOAT standard of service.
Our Customer Care Representatives do more than answer phones. They build relationships, create positive customer experiences, and help turn customer needs into booked service appointments.
The ideal candidate is organized, confident, personable, and comfortable balancing customer satisfaction with company performance goals.
Answer inbound customer calls promptly, professionally, and enthusiastically.
Deliver an exceptional customer experience with every interaction.
Listen carefully to customer concerns, ask appropriate questions, and identify service needs.
Provide accurate information regarding plumbing, HVAC, and electrical services.
Handle customer complaints and concerns with empathy, professionalism, and a solutions-focused approach.
Maintain a positive and professional attitude during high-volume call periods.
Communicate clearly with customers regarding appointments, scheduling changes, and service updates.
Convert inbound service inquiries into scheduled appointments.
Schedule service calls accurately using ServiceTitan.
Identify customer needs, urgency, and service requirements to ensure proper scheduling.
Coordinate with Dispatch and field technicians to support efficient scheduling and customer communication.
Confirm customer information, service addresses, and appointment details.
Follow up on missed calls, unbooked opportunities, and customer inquiries.
Proactively identify opportunities to improve booking rates and customer retention.
Conduct outbound calls to follow up on customer inquiries and outstanding service opportunities.
Assist with appointment confirmations and rescheduling.
Follow up with customers to ensure satisfaction and address outstanding concerns.
Support membership and maintenance program scheduling and customer education.
Build lasting customer relationships that encourage repeat business and referrals.
Identify opportunities to recommend additional services based on customer needs.
Accurately document customer interactions, service requests, and appointment details in ServiceTitan.
Maintain complete and up-to-date customer records.
Monitor assigned follow-up activities and ensure timely completion.
Communicate important customer information to Dispatch, technicians, and management.
Follow established procedures for call handling, scheduling, and customer communication.
Assist with additional Customer Care administrative responsibilities as needed.
Meet or exceed established customer care performance expectations.
Maintain strong inbound call booking and conversion rates.
Demonstrate professionalism, accuracy, and efficiency in call handling.
Take ownership of customer concerns and follow through to resolution.
Participate in team meetings, coaching sessions, and ongoing training.
Support departmental goals related to customer satisfaction, call quality, booking performance, and revenue opportunities.
Contribute to a positive, accountable, and team-oriented work environment.
Required Qualifications
Previous customer service experience, preferably in a high-volume call center or service environment.
Strong verbal and written communication skills.
Ability to confidently manage inbound and outbound customer calls.
Excellent organizational skills and attention to detail.
Ability to multitask while maintaining accuracy and professionalism.
Comfortable working with computers, scheduling systems, and customer management software.
Ability to remain calm and solution-oriented when handling difficult customer situations.
Dependable, punctual, and committed to delivering outstanding service.
Preferred Qualifications
Experience in residential home services, including plumbing, HVAC, or electrical.
Previous experience with ServiceTitan or a similar CRM platform.
Experience in appointment scheduling, dispatch coordination, or inside sales.
Familiarity with customer service performance metrics, including booking rates, call conversion, and customer satisfaction.
Experience with membership programs, service agreements, or customer retention initiatives.
A successful Customer Care Representative at THE GOAT:
Creates a positive first impression with every customer.
Consistently converts qualified inbound calls into booked appointments.
Provides accurate and timely information to customers and internal teams.
Maintains detailed and organized customer records.
Takes initiative and follows through on customer needs.
Works collaboratively with Dispatch, technicians, and leadership.
Contributes to customer retention, revenue growth, and overall team success.
Competitive compensation based on experience.
Weekly pay.
Performance-based incentives, when applicable.
Medical, dental, and vision insurance.
Company-sponsored benefit options, subject to plan eligibility.
Paid time off and paid holidays in accordance with company policies.
Opportunities for professional development and career advancement.
Ongoing training and leadership support.
A collaborative, energetic, and team-focused work environment.
The opportunity to grow with an expanding home services company.
Our values guide how we treat our customers, support our teammates, and operate our business.
Transparency: We communicate with honesty and integrity.
Heartfelt: We lead with kindness, understanding, and empathy.
Ethical: We recommend solutions we would confidently recommend to our own families.
Genuine: We build meaningful customer relationships through trust and authenticity.
Options: We educate customers and provide solutions that fit their needs.
Appreciative: We value our customers and their trust in our team.
Teamwork: We work as a team, and we win as a team.
If you're passionate about helping people, enjoy working in a fast-paced environment, and want to be part of a growing company where your contributions make a difference, we'd love to hear from you!
Great People. Exceptional Service. That's THE GOAT Way!
WE GOAT YOU!
The GOAT Plumbing Air & Electric LLC is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.
Powered by ExactHire: 210383