Customer Service Representative
Are you friendly, fast-paced, and passionate about creating a great customer experience? We’re looking for a Customer Service Representative to deliver a delightful experience for every customer while booking jobs into our 3-day board. If you thrive on communication, problem-solving, and helping the team win, this role is for you.
Big Task
Provide every customer with a delightful experience while booking jobs into the 3-day board and supporting the team’s scheduling success.
What You’ll Do
Handle inbound calls, outbound calls, chats, and online leadsBook appointments efficiently using the 3-day boardDeliver consistent service using the Six Steps of a CallSupport Home Care Club members with scheduling and renewalsComplete follow-up calls and administrative tasks as neededKPIs
Raw inbound call booking rate of 37%+Average handle time between 3–4.5 minutesQuality score of 80%+Minimum of 35 inbound touches per dayCore Values
Love. Team. Professionalism. Today.
Mission Statement
To be ever building the professionalism, integrity, and honor of the trades.
What You Bring
2–3 years of customer service or call center experience, strong communication and typing skills, Microsoft Office/Teams experience preferred, and a high school diploma or GED required.
\nCompany Description
Thornton & Grooms is Trusted and guaranteed. We’ve been privately owned since 1937. Each day, over 200 customers invite us into their homes to help solve their plumbing, HVAC, drain, and Electrical problems and educate them on solutions. Our thousands of maintenance plan members provide steady work year-round.
https://thorntonandgrooms.com/
Company DescriptionThornton & Grooms is Trusted and guaranteed. We’ve been privately owned since 1937. Each day, over 200 customers invite us into their homes to help solve their plumbing, HVAC, drain, and Electrical problems and educate them on solutions. Our thousands of maintenance plan members provide steady work year-round. \r\n\r\nhttps://thorntonandgrooms.com/ Read LessDo you love solving puzzles and figuring out solutions to complex situations? Are you able to provide amazing customer service, and stay cool, calm, and collected during high-stress situations?
Look no further than Thornton & Grooms – a company dedicated to empowering individuals like you to reach their full potential.
Why Join Thornton & Grooms?
Thornton & Grooms is more than a workplace; we are a dynamic community committed to unlocking your full potential. Join a culture that values continuous professional development, integrity, and collaboration. A place where core values are more than just words on a wall, but the principles we live by. We understand a healthy balance is essential to our employee’s well-being and success. This is why we offer comprehensive benefits and no on-call for our field professionals. Our people don’t just work here; they thrive here. Thornton & Grooms. Trusted & Guaranteed since 1937.
A T&G Dispatcher
Someone who thrives under pressure with the ability to stay calm while working with customers and techniciansConfirm customers/ reschedule appointment’s status for the next day with 99% accuracy dailyDispatches the right tech to the right job by following the guidelines in place to maximize opportunities by effectively communicating with managers and supervisors if needed
What does it take?
Must have the ability to work 10-7pm and weekends1 year in dispatching, logistics, and/or customer serviceFlexible and adaptive to daily changes and a good team mate to both direct team members, internal staff, field staff, and customersSuccessful completion of a 9-panel drug test and background check
What Benefits Can You Look Forward To?
Excellent medical, dental, vision, and life insurance coverage; optional HSA match up to $1,200 in 1st year401k with match (up to 4%)Optional work from home day a week after trainingPTO, community service days, and additional Wellness PTOOnsite Nurse\nCompany DescriptionThornton & Grooms is Trusted and guaranteed. We’ve been privately owned since 1937. Each day, over 200 customers invite us into their homes to help solve their plumbing, HVAC, drain, and Electrical problems and educate them on solutions. Our thousands of maintenance plan members provide steady work year-round.
https://thorntonandgrooms.com/
Company DescriptionThornton & Grooms is Trusted and guaranteed. We’ve been privately owned since 1937. Each day, over 200 customers invite us into their homes to help solve their plumbing, HVAC, drain, and Electrical problems and educate them on solutions. Our thousands of maintenance plan members provide steady work year-round. \r\n\r\nhttps://thorntonandgrooms.com/ Read LessDrain Performance Manager
If you're a proven leader who can develop people, drive performance, and hold a team accountable to results, you won't just manage a department; you'll help build the future of the trades.
The Big Task:
Lead, develop, and unify the Drain Service and Drain Sales teams into a single high-performance operation that consistently delivers outstanding customer experiences, strong conversion metrics, and sustainable revenue growth.
What You'll Do:
Coach Drain Service Technicians and Drain Sales Specialists through regular field ride-alongs and real-time developmentEnsure technicians follow the NexStar Plumbing with Drain Tech Flow Chart on every callEnsure Drain Sales Specialists follow the NexStar Drain Sales ProcessDevelop structured coaching plans to improve individual performanceConduct biweekly 1:1 meetings and quarterly Career Path Document reviewsLead weekly team meetings focused on training, accountability, and process improvementBuild a culture where service technicians and sales specialists work as one teamOwn department revenue, gross margin, and overall performance resultsDrive lead turnover opportunities from service technicians to sales specialistsMonitor callbacks, customer concerns, job profitability, and operational efficiencyResolve customer issues quickly while protecting the Thornton & Grooms reputationIdentify and develop future leaders within the department
What We're Looking For:
3+ years of leadership experience in home services, plumbing, drains, or a related tradeProven ability to develop people and improve measurable performance outcomesExperience managing service, sales, or combined field operations teamsStrong coaching, accountability, and communication skillsHigh school diploma or equivalent requiredContinued education in leadership, management, or the trades preferredValid driver's license with a clean motor vehicle record for the past three yearsAbility to pass a background check and 9-panel drug screening
Benefits
Unlimited PTO
Medical, Dental, Vision
401k with up to 4% match
Medical Clinic Onsite
Company Vehicle
and more!
If you're ready to lead from the front, build a winning team, and help elevate the professionalism, integrity, and honor of the trades—this is where you belong.
\nCompany DescriptionThornton & Grooms is Trusted and guaranteed. We’ve been privately owned since 1937. Each day, over 200 customers invite us into their homes to help solve their plumbing, HVAC, drain, and Electrical problems and educate them on solutions. Our thousands of maintenance plan members provide steady work year-round.
https://thorntonandgrooms.com/
Company DescriptionThornton & Grooms is Trusted and guaranteed. We’ve been privately owned since 1937. Each day, over 200 customers invite us into their homes to help solve their plumbing, HVAC, drain, and Electrical problems and educate them on solutions. Our thousands of maintenance plan members provide steady work year-round. \r\n\r\nhttps://thorntonandgrooms.com/ Read Less