About Us
MAS Plumbing is a trusted, customer-focused plumbing company located in Roselle — primarily serving residential and commercial customers in the near-northwest and western suburbs. Committed to delivering reliable service with integrity and professionalism, MAS takes pride in responding quickly, communicating clearly, and treating every customer’s home with care and respect.
We are looking for a personable, friendly, organized, and proactive Customer Service Representative (CSR) to join our growing team and be the first point of contact for our customers who are looking for a solution to their plumbing problems.
Position Overview
The MAS Plumbing Customer Service Representative is the first point of contact with the customer and plays a critical role in growing the business. The CSR responds to incoming customer calls and service requests—with the goal of converting inquiries into booked appointments—by identifying and helping customers with their plumbing problem, providing flat-rate pricing, scheduling service appointments, and dispatching technicians efficiently in a friendly and supportive manner from call to completion.
This role requires strong communication skills, attention to detail, the ability to multitask in a fast-paced environment, and a calm, empathetic, solution-oriented mindset.
KEY RESPONSIBILITES
Customer Service
- Answer incoming phone calls and respond to emails, text messages (via Podium), and other service requests in a friendly, prompt, and professional manner
- Establish rapport with the customer
- Listen carefully to customer concerns and gather accurate information, utilizing discovery questions to identify customer’s plumbing issue, level of concern, and decision motive
- Provide flat-rate pricing to the customer
- Convert opportunities to booked appointments
- Schedule service appointments based on urgency and availability
- Provide clear communication regarding arrival windows, pricing expectations, and next steps
- Follow up with customers to ensure satisfaction after service
- Handle questions, objections, or complaints with professionalism and empathy
- Establish and execute a follow up plan for each call not won
Dispatching & Scheduling
- Schedule the initial appointment with the appropriate field technician
- Adjust schedules throughout the day as needed
- Communicate updates between technicians and customers
- Monitor technician progress and job completion status
Administrative Support
- Enter accurate customer and job information into Service Fusion CRM for all leads and customers
- Maintain organized service records
- Assist with invoicing support, payment collection coordination, and job documentation
- Support marketing efforts such as review requests, customer follow-up campaigns and the promotion and sale of the MAS Rewards loyalty program
- Assist CSR and dispatch team members with customers and follow-up actions as needed.
- Provide administrative support as requested by management
Qualifications & Skills
- 2+ years of customer service experience (home services industry preferred)
- Strong verbal and written communication skills
- Excellent phone etiquette and professional demeanor
- Highly organized with strong multitasking ability
- Comfortable using CRM/job software (e.g., ServiceFusion, ServiceTitan) and office systems including Outlook (Email), Teams, Excel, and Word
- Ability to remain calm under pressure, especially during emergency calls
- Detail-oriented and dependable
What Makes the Ideal Candidate?
- Team player with a positive attitude
- Naturally empathetic and customer-focused
- Able to think quickly and solve problems independently
- Strong sense of urgency and time management
- Confident decision-maker
- Professional, polished, and reliable
- Takes ownership and follows through on customer inquiries and jobs
Compensation & Benefits
- Competitive hourly pay based on experience
- Performance bonuses
- Dental and health insurance
- 401(k) (after 1 year)
- Paid time off and paid holidays
- Growth opportunities within the company
- Willing participant in MAS training and development programs
Compensation Range
$22-$35 per hour, plus a performance-based bonus for new-customer appointments
Hours & Schedule
This is a full-time position in our Roselle, IL office. Two shift options, pending availability include:
- Shift 1 - Monday to Friday. 8am to 4:30pm
- Shift 2 – Monday, Tuesday, Thursday & Friday – 12-8pm, Saturday 8am-4pm
Job Type: Full-time
Pay: $22.00 - $35.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
