Plumbing Customer Service Representative – COD & Parts Coordination

Position Title:

• Plumbing Customer Service Representative – COD & Parts Coordination

Position Summary

The Plumbing Customer Service Representative – COD & Parts Coordination is responsible for supporting the COD Plumbing Supervisor by coordinating plumbing parts ordering, scheduling plumbing jobs, and assisting with inbound customer calls related to plumbing services.

This role serves as the primary administrative support for the COD Plumbing department and ensures that parts required for plumbing repairs and installations are ordered, tracked, and scheduled efficiently for both COD and Contract customers.

As the COD Plumbing department grows, this position will transition to focus primarily on COD plumbing operations, including handling inbound COD plumbing calls and managing water heater sales for both COD and contract customers.

This position also performs general Customer Experience Representative duties consistent with ECM call center operations.

Key Responsibilities

Plumbing Parts Coordination

• Coordinate the ordering and collection of plumbing parts required for service and installation jobs.
• Work closely with the COD Plumbing Supervisor and technicians to ensure required parts are identified and ordered promptly.
• Track parts status and ensure parts are available prior to scheduled plumbing appointments.
• Coordinate scheduling once parts have been received and confirmed.

Scheduling Support

• Schedule plumbing jobs for both COD and contract customers once parts availability is confirmed.
• Communicate with technicians, warehouse staff, and supervisors to ensure job readiness.
• Update scheduling systems with accurate job notes and parts information.

Customer Call Handling

• Handle inbound calls related to COD plumbing services.
• Provide scheduling assistance and answer customer questions related to plumbing repairs and installations.
• Assist customers with water heater sales inquiries for both COD and contract customers.

Water Heater Sales Coordination

• Assist customers calling to purchase water heater replacements.
• Gather required job information and schedule water heater installations.
• Coordinate with plumbing supervisors and technicians to ensure accurate pricing and scheduling.

Customer Experience Support

• Perform standard ECM phone representative duties including:
• Answering inbound customer service calls
• Scheduling service appointments
• Updating customer accounts
• Documenting calls and service notes
• Providing professional customer service consistent with ECM standards

Department Growth Support

• Provide administrative support to help scale the COD Plumbing department.
• Assist in developing efficient processes for parts ordering and plumbing scheduling.
• Transition responsibilities over time to focus primarily on COD plumbing operations as the department expands.

Qualifications

• Prior customer service or call center experience preferred
• Experience in plumbing, HVAC, or home services industry preferred but not required
• Strong organizational and multitasking skills
• Ability to coordinate multiple jobs, parts orders, and schedules simultaneously
• Excellent verbal communication and customer service skills
• Ability to work in a fast-paced environment

Skills & Competencies

• Strong attention to detail
• Problem solving and coordination skills
• Professional phone etiquette
• Ability to prioritize workload and manage multiple tasks
• Team collaboration with supervisors, technicians, and warehouse staff

Physical & Work Environment

• Primarily office-based position within the Customer Experience Department
• Frequent computer and phone usage
• Fast-paced call center environment

Position Purpose

This position supports the growth of ECM’s COD Plumbing department by improving coordination between customers, supervisors, technicians, and parts ordering processes while maintaining high levels of customer service.

Work Environment:

• Office-based position with regular interaction with vendors, suppliers, and internal departments.
• Standard business hours with occasional urgency related to parts availability.

We offer:

• Competitive compensation (Hourly rate)
• Weekly payroll
• Paid training
• Career advancement opportunities
• Benefits including: Medical, Dental, Vision, Life, STD, LTD, PTO, 401(k)

Additional information:

• All candidates must successfully complete a background check, reference check and drug testing.

Job Type: Full-time

For immediate consideration, please apply in person, respond to this job post or email contact information below.

• Email - david.marinelli@cascadeservices.com

Address:

1727 Old Okeechobee Rd, West Palm Beach, FL 33409

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Referral program
• Vision insurance

Work Location: In person