Benefits:- 401(k)
- 401(k) matching
- Bonus based on performance
- Competitive salary
- Free uniforms
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
At Mr. Rooter Plumbing of Virginia Beach, serving all of South Hampton Roads (Virginia Beach, Norfolk, Chesapeake, Portsmouth, Smithfield), we are locally owned and operated, and have a dynamic family oriented atmosphere. We are not just a plumbing company, we deliver the best white glove customer service experience in the industry, a philosophy applied to every area of our lives.
The Service Department Team Lead runs the service team from the office about 80% of the time and spends the other 20% in the field coaching and training apprentice plumbers. The role reports directly to the Operations Director, owning the service department: monitoring the board and scorecards, supporting dispatch, handling escalations, and building apprentices into licensed technicians.
Specific Responsibilities:
- Works directly with Service Team Dispatcher monitoring the board through the day; help dispatch match technicians to jobs by skill, location and capacity.
- Pull weekly and monthly technician scorecards, set coaching priorities and report results to the Operations Director.
- Support technicians remotely by phone or video on diagnostics, pricing options and job questions.
- Handle customer escalations and complaints by phone; review callbacks and find the root cause.
- Review estimates, job notes, photos and forms for accuracy and completeness before jobs close.
- Report weekly to the Operations Director on team results, issues and staffing needs.
- Make day-to-day decisions for the service department and escalate major issues to the Operations Director.
Job Requirements:
- Master or Journeyman Plumber's License desired but will consider individuals with extensive knowledge and experience
- Minimum 5+ years of residential and light-commercial service plumbing
- Valid Driver's License
- Strong working knowledge of ServiceTitan or a similar platform, including dispatch board and reporting; comfortable with email, spreadsheets and phone work
Ability to operate basic hand tools necessary for the craft - Excellent communication skills
- Professional appearance and personality
- Physically able to perform duties of a plumber
- Proficiency to navigate tablet-based technology (ServiceTitan)
Benefits/Perks:- Paid vacation/holidays*
- Paid sick leave
- Incentive-based pay and bonuses*
- Advancement opportunities
- Uniforms
- Company-provided vehicle (work truck)
- Company-provided equipment and tools
- Professional development opportunities
- Health & Dental
- 401k profit sharing plan
Don't wait, we are actively interviewing for this position - Apply today and join our team!
Our team of qualified experts lives our code of values of Respect, Integrity, and Customer Focus while having fun in the process!
*All independently owned and operated franchised businesses operate under the service brands’ marks, trademarks, trade names, logos, emblems, slogans, or other indicia of origin in connection with the Mr. Rooter Plumbing® franchise system within a specified geographical area. Only the independently owned and operated franchised business shall have any interaction with or authority for its business and make all employment related decisions related to its franchised business.