TBA Plumbing · 1 day ago
Customer Service/Account Representative
United States
Part-time
Remote
Entry, Mid Level
$24/hr - $30/hr
2+ years expTBA Plumbing is a growing provider in the residential and commercial plumbing & gas services sector, and they are hiring a remote Customer Service Representative to support scheduling, billing, and account management for field service operations. The role involves handling customer contacts, scheduling technicians, processing invoices, and maintaining customer account records.
Construction
Responsibilities
Handle inbound and outbound customer contacts across phone, email and chat—triage service requests, log issues, and provide accurate ETAs
Schedule and dispatch field technicians using the company CRM/scheduling platform; update job statuses and confirm appointments with customers
Process invoices, payments and adjustments; follow up on outstanding balances and coordinate with accounting for reconciliations
Maintain accurate customer account records in CRM; document call notes, parts needs, and service history to ensure smooth technician handoffs
Escalate safety, gas-related, or emergency issues to on-call supervisors and coordinate rapid field response when required
Support retention and revenue goals by identifying opportunities for service add-ons and assisting with basic upsell/upgrade conversations
Qualification
Required
2+ years customer service or dispatch experience in home services, field service, or similar industries
Proficiency with field-service CRMs (ServiceTitan, Jobber, Housecall Pro) or equivalent scheduling platforms
Experience with QuickBooks or similar invoicing/accounting systems and payment processing workflows
Familiarity with multichannel support platforms (Zendesk, Freshdesk) and VoIP phone systems
US-based with a reliable home office setup, stable high-speed internet, and ability to work scheduled remote shifts
Customer-focused problem solver with the ability to de-escalate, document, and follow through on issues promptly
Preferred
Previous experience supporting plumbing, HVAC, or gas service operations
Bilingual — Spanish/English conversational or better
Familiarity with payment processors (Stripe, Square) and basic AR collections processes
Benefits
Remote-first role with flexible scheduling and paid training for field-service systems and safety protocols.
Clear career path into operations, dispatch leadership, or field coordination roles.
Supportive, safety-minded culture focused on rapid response and high customer satisfaction.
Company
TBA Plumbing
We are a small GTA based plumbing company with a focus on providing meticulous and considerate service.
Founded in 2021Mississauga, Ontario, CA
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase