Customer Service Representative

Every Dollar This Company Earns Starts With You. Before a tech rolls a truck, before a drain gets cleared, before a $15,000 sewer repair gets signed… someone has to pick up the phone and convert that call into a booked job. That's you. Mr. Rooter Plumbing of Saskatoon is an established, locally owned plumbing company that's growing fast. Three divisions. Multiple trucks. A full dispatch board. We need someone on the phones who treats every call like it matters, because it does. One missed call is a missed customer. One poorly handled booking is revenue that walks to our competitor. We're building our office team to grow with us. You'll get hands-on training on our systems and processes, a supportive small team, and real opportunity to grow your role as the company expands. We're not looking for someone who can answer a phone. Anyone can do that. We're looking for someone who can own it. Schedule Monday to Friday, 8:00 AM to 3:00 PM CST (32.5 paid hours/week after breaks) Flexibility required for overflow calls during evenings and weekends, as needed This role has the potential to grow into a 40-hour/week position (37.5 paid hours after breaks) as our business needs expand Pay Scheduled hours: $18–$28/hour based on experience Weekend coverage: $50 stipend per approved/scheduled coverage shift, plus $2.50–$25 per call based on the call Evening overflow calls: Paid per call, $2.50–$25 based on the call Benefits Premium health and wellness package after successful completion of the 90-day probationary period. Enrollment is mandatory. Cost is shared 50/50 between employee and employer. What You'll Do You are the first voice a customer hears when they call Mr. Rooter. Everything starts with you. Handle inbound and outbound customer calls, including cold calling. You're not waiting for the phone to ring. You're working the pipeline. Respond to customer emails, text messages, and web booking form inquiries. Every channel. Every time. Book service appointments. A customer calls with a backed-up drain or a leaking pipe. You listen, ask the right questions, and get the job booked with enough detail that the tech knows what he's walking into. Dispatch technicians. You know where every tech is, what they're working on, and what's next. When the board gets busy, you prioritize. Collect customer payments accurately and securely. Follow up with customers by phone to book further appointments. Open quotes don't close themselves. You keep the pipeline moving. Tools You'll Use ServiceTitan: scheduling, dispatch, and payment processing Slack: daily communication with the office and team NEWT mobile app: customer phone calls and texts We'll train you on all of these. You don't need to know them already. You just need to learn fast. Who We're Looking For You reside in Canada and are legally entitled to work here. You're fluent in professional English, written and verbal. You'll be the friendly first point of contact our customers count on. Clear, warm, professional. Every call. You bring a confident phone tone to every call, even during a busy afternoon. Four lines ringing, a tech calling in, dispatch board full, and a customer on hold. Some people fold. You organize. You're a natural multitasker. Comfortable juggling calls, scheduling, and payments without missing a beat. You're not afraid to pick up the phone and make a cold call. Following up on quotes, rebooking customers, reaching out to leads. If outbound calling makes you uncomfortable, this isn't your role. You're a self-starter who thrives with independence. This is remote. Nobody is standing over your shoulder. You manage your own time, stay productive, and deliver results without being chased. You take direction well and roll with change. When priorities shift or something new lands on your plate, you figure it out. You actually care about people. A homeowner calling with a flooded basement is stressed. A senior calling about a broken water heater is worried. You don't just book a call. You make them feel like everything is going to be handled. You show up. Every day. On time. The phones don't answer themselves. When you're not logged in, customers don't get booked and techs don't get dispatched. You've got a reliable home setup: high-speed internet, a quiet workspace, your own computer and headset for remote call handling, and a mobile phone. Bonus points for prior customer service, call centre, dispatch, or scheduling experience. Extra bonus points for ServiceTitan or similar field service software experience, but not required. We'll train you. This Role Is NOT For You If You think answering phones is beneath you. You can't handle multiple things happening at once. You take customer complaints personally instead of solving them. You need constant supervision to stay productive. You'd rather text than talk. You treat "work from home" as "sort of work from home." Where This Goes This isn't a dead-end phone job. As the company grows, so does the office team. There's a real path from CSR into dispatch lead, office coordination, or operations support. The people who get in now and prove themselves will be the ones running the office side of a multi-million dollar company. How To Apply Send your resume to [email protected]. In your email, please also answer the following question: Describe a time you took the initiative to reach out to someone without being asked to — whether it was a customer, coworker, potential client, or someone you needed something from. Why did you reach out, what did you say, and what was the outcome? That one answer tells us more than your entire resume. We're an equal opportunity employer and welcome applications from all qualified candidates. We look forward to hearing from you. Mr. Rooter Plumbing of Saskatoon

Manage inbound and outbound customer communications to book service appointments and dispatch technicians. Handle payment collection and follow up on open quotes to maintain the business pipeline.

Must be a Canadian resident fluent in professional English with a confident phone presence and the ability to work independently. Requires a reliable home office setup and a willingness to perform cold calls and multitasking in a fast-paced environment.

• Health And Wellness Package

• Gestion du tempsSouhaitée
• Service à la clientèleSouhaitée
• MultitaskingSouhaitée
• Payment ProcessingSouhaitée
• schedulingSouhaitée
• Cold CallingSouhaitée
• Conflict ResolutionSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Service
• Cold Calling
• Dispatching
• Scheduling
• Multitasking
• Payment Processing
• Pipeline Management
• Professional Communication
• Time Management
• Conflict Resolution

• Customer Service & Support
• Administrative
• Trades
• Sales

Expérience minimale

2+ ans

Postuler avant le

3 mars 2027

Langue de l’offre

anglais

Heures de travail

38 heures par semaine

Niveau d’expérience

Mid-Senior level

Mode de candidature

La candidature directe est offerte