Remote Customer Service Representative

Remote Customer Service Representative (CSR)

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About Us

Diamond Plumbing and Diamond Home Pros are fast-growing, family-owned home service and improvement companies serving South Florida. We specialize in residential plumbing services, water and drain repipes, and bathroom remodels, with a strong focus on professionalism, customer experience, and operational excellence.

Role Overview

As a Remote CSR, you are the first point of contact for our customers. Your job is to answer inbound calls, qualify customers, book appointments accurately, and ensure a smooth handoff to dispatch and field teams. You play a critical role in revenue generation, customer satisfaction, and daily operations.

Key Responsibilities

• Answer inbound calls promptly and professionally
• Gather and verify customer information (name, phone number, address, issue)
• Ask structured qualifying questions to understand urgency and scope
• Book service appointments accurately in our CRM
• Communicate clearly with dispatch and internal teams
• Handle follow-ups, callbacks, and reschedules as needed
• Maintain detailed and accurate call notes
• Represent both Diamond Plumbing and Diamond Home Pros with professionalism
• Follow scripts, SOPs, and booking guidelines exactly
• Maintain a calm, confident tone—especially during urgent or emotional calls

What Success Looks Like

• High booking rate on inbound calls
• Clean, complete job entries with minimal corrections
• Positive customer feedback
• Strong attendance and punctuality
• Clear communication with dispatch and management
• Ability to follow systems without constant supervision

Required Qualifications

• Previous CSR, call center, or customer service experience
• Excellent spoken English & Spanish
• Strong listening and communication skills
• Comfortable handling multiple calls per day
• Tech‑savvy (CRM systems, phone systems, basic computer skills)
• Reliable internet connection and quiet work environment
• Coachable, detail‑oriented, and accountable

Preferred (But Not Required)

• Experience in plumbing, home services, or construction
• Experience with Housecall Pro or similar CRM
• Sales or appointment‑setting background

Compensation & Growth

• Competitive hourly pay (based on experience)
• Performance‑based incentives (booking quality & reliability)
• Long‑term growth opportunities as the company scales
• Stable, professional work environment

Who This Role Is NOT For

• People who dislike phone calls
• Anyone who struggles to follow scripts or processes
• Job‑hoppers or unreliable workers
• Anyone looking for a temporary or low‑effort role

Why Work With Us

• Clear systems and expectations
• Fast‑growing companies with long‑term stability
• Direct communication with leadership
• Opportunity to grow into senior CSR or operations roles

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