Customer Service Representative

Job Description

Customer Service Representative – Asheville, NC

Why Blue Planet Plumbing?

Employees with Blue Planet Plumbing work as a part of a dynamic and passionate team, demonstrate technical competency, and help accomplish the company's goals. With a cohesive team centered around shared values and respect, Blue Planet can deliver top-quality plumbing services and truly enjoy doing it!

We are not your typical plumbing company, and we aren't looking for a typical Customer Service Representative. We need a powerhouse - someone who is as compassionate as they are confident, and as friendly as they are dynamic. Someone with knowledge and experience in customer service and a passion for it that drives their success. The perfect candidate will have the ability to handle any difficult situations with professionalism and compassion, and treat customers with the utmost care and respect. 

What We Offer YOU (Employee Benefits):

• Competitive hourly wage: $18-22/hour (depending on experience)
• Work-life-balance: work hours from 8:00 am-5:00 pm
• 6 paid holidays, birthdays, and vacation (1 week of PTO/Paid-Time-Off)
• Health insurance coverage (medical + company contribution, 100% paid dental, & vision)
• 401(K) with up to 3.5% company match
• Company-provided uniforms, cell phones, and computers
• Long-term growth opportunities with potential for advancement
• Job-specific training
• On-site owner with a 32-year plumbing background, who guides by way of example, as well as experience/exposure to the trade
• Great company culture, cohesive, close-knit team

Duties/Responsibilities:

• Be the Face (and Voice): Handle incoming calls with a "smile you can hear" and a compassionate ear.
• Drive Results: Use your confidence to turn inquiries into booked appointments and happy loyalists.
• Own the Chaos: Stay dynamic while juggling dispatching, scheduling, and problem-solving.
• Radiate Positivity: Keep the energy high for our customers and our field techs alike.
• Responsible for both inbound and outbound customer calls.
• Convert incoming customer calls into booked service appointments (3-day service board).
• Deliver call scripts with an authentic cadence; be clear, compelling, and personable.
• Respond to customer requests, resolving issues and promoting the brand. 
• Be professional and establish customer rapport, encouraging repeat business.
• Participate in training to boost booked calls and practice outbound calling.
• Adhere to the company’s plan for resolving customer complaints quickly and favorably.
• Maintain and update customer database with complete and accurate information.

Skills Needed/Requirements:

• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust and demonstrate empathy.
• Personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor who also loves to win as a team. 
• Highly motivated, flexible, and has a great attitude toward life.