Customer Service Representative (CSR)
George Plumbing Company
“Yell for George!”
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Department: Customer Experience / Call Center
Reports To: Customer Experience Manager / General Manager
Location: San Antonio, Texas
Status: Full-Time
About George Plumbing
George Plumbing has proudly served San Antonio homeowners since 1947. Built on craftsmanship, communication, and trust, our mission is to build lifelong relationships by delivering an unforgettable customer experience through quality workmanship, clear communication, and genuine care for the families we serve.
At George Plumbing, every team member plays an important role in protecting our reputation, strengthening customer relationships, and upholding the standards that have defined our company for generations.
Yell for George!
Requirements
The Customer Service Representative (CSR) is the first point of contact for George Plumbing customers and plays a critical role in delivering an exceptional customer experience.
The CSR is responsible for answering inbound calls, converting customer inquiries into booked appointments, maintaining accurate customer information, and ensuring every interaction reflects the professionalism, communication, and craftsmanship George Plumbing has been known for since 1947.
This role requires strong communication skills, attention to detail, urgency, empathy, and the ability to thrive in a fast-paced environment. The ideal candidate is highly organized, customer-focused, coachable, and motivated to contribute to both individual and team success.
Core Responsibilities
- Answer incoming calls promptly and professionally.
- Convert inbound customer calls into booked service appointments.
- Gather accurate customer and job information during every interaction.
- Maintain professionalism and build rapport with customers.
- Respond to customer questions and concerns with empathy and urgency.
- Accurately create and update customer accounts and work orders.
- Maintain detailed customer notes and communication logs.
- Follow up on open estimates, diagnostic visits, maintenance opportunities, and unbooked calls.
- Support schedule efficiency through proactive outbound communication when needed.
- Escalate unresolved customer concerns to management appropriately.
- Participate in ongoing training, coaching, and performance improvement initiatives.
- Work collaboratively with dispatchers, technicians, and office staff to support company goals.
Key Performance Expectations
- Performance in this role may be evaluated based on:
- Booking rate and call conversion
- Call quality and professionalism
- Accuracy of customer information and work orders
- Responsiveness to missed calls and customer inquiries
- Customer satisfaction
- Reliability, attendance, and teamwork
- Adherence to company processes and communication standards
Qualifications
- High school diploma or equivalent required.
- Previous customer service or call center experience preferred.
- Home service industry experience is a plus.
- Strong verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Comfortable using phone systems, scheduling software, and CRM platforms.
- Ability to remain calm and professional in fast-paced situations.
- Positive attitude with strong problem-solving skills.
- Experience with Aptora, CallCap, or similar software is preferred.
Competencies for Success
The ideal candidate demonstrates:
- Professional communication
- Empathy and active listening
- Attention to detail
- Strong follow-through
- Urgency and responsiveness
- Coachability and adaptability
- Team-oriented mindset
- Ability to build trust with customers
- Dependability and accountability
Working Conditions
- Primarily office-based position.
- Frequent use of phones and computers throughout the workday.
- Full-time schedule with occasional overtime based on business needs.
- Fast-paced customer service environment.
Benefits
Compensation & Benefits
George Plumbing is committed to investing in our team members by providing competitive compensation, professional development opportunities, and long-term career growth.
Benefits and compensation may include:
- Competitive hourly pay ranging from $22–$25+ per hour based on experience, qualifications, and performance
- Performance-based monthly bonus opportunities tied to company and scheduling goals
- Year-end bonus opportunities based on company profitability and performance
- Annual performance-based pay review and raise opportunities
- Overtime opportunities based on business needs
- Five (5) paid PTO days annually
- Five (5) paid company holidays
- One additional paid holiday for the annual company-sponsored fishing trip
- Annual all-inclusive company-paid fishing trip
- $400 annual wellness allowance
- Employer contributions toward health, dental, and vision insurance
- Tax-advantaged employee benefit programs
- Employer-paid life insurance and short-term disability coverage
- Paid parental leave
- Bereavement leave
- Company-paid training, education, and travel expenses for approved development opportunities
- Access to professional coaching, mentorship, and leadership development
- Performance-based career advancement opportunities
- Stable, year-round employment with a high-growth company
- Family-friendly, team-oriented work environment
- Membership in Nexstar Network, an industry-leading professional development organization
George Plumbing is actively building toward a long-term employee ownership vision designed to reward committed, high-performing team members
Yell for George!