Customer Service Representative in Cockeysville, Maryland at Carroll Water

Are you a customer-focused professional who enjoys helping people and thrives in a fast-paced environment? Are you highly organized, detail-oriented, and able to manage multiple priorities at once?

If so, Carroll Water is looking for a Customer Service Representative to join our growing team. This position plays a critical role in supporting our customers, scheduling service appointments, maintaining accurate records, and ensuring a positive customer experience from the first phone call through project completion.

We are seeking a motivated individual who enjoys working in a team environment while also being capable of working independently and taking ownership of their responsibilities.

• Answer incoming phone calls in a professional, courteous, and timely manner.
• Provide exceptional customer service and support via phone, email, text, online chat, and in-person interactions.
• Schedule service appointments and maintain accurate scheduling records.
• Work directly with the Service Manager to coordinate efficient service routes and technician schedules.
• Maintain and update customer information within company CRM and software systems.
• Enter customer orders, service requests, and related information accurately and promptly.
• Respond to customer inquiries regarding products, services, billing, and scheduling.
• Resolve customer concerns and complaints whenever possible and escalate issues appropriately when needed.
• Maintain detailed records of customer interactions, requests, complaints, and resolutions.
• Communicate effectively with technicians, sales personnel, and office staff to ensure seamless customer service.
• Assist with administrative and clerical duties as assigned.
• Support department goals and contribute to continuous improvement initiatives.

• High school diploma or equivalent.
• Minimum of one year of customer service, administrative, call center, dispatching, or office experience.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Exceptional customer service and problem-solving skills.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Proficiency with Microsoft Office applications and general computer systems.
• Ability to learn new software and technology platforms quickly.

• Experience in ServiceTitan or similar CRM/service management software.
• Experience in dispatching, scheduling, home services, construction, plumbing, HVAC, water treatment, or related industries.
• Previous experience working in a customer service or call center environment.

• Ability to remain seated and work at a computer workstation for extended periods.
• Ability to frequently use hands and fingers to operate a computer, keyboard, telephone, and other office equipment.
• Ability to communicate clearly and effectively in person and by telephone.
• Ability to occasionally stand, walk, bend, reach, and lift office materials weighing up to 20 pounds.
• Ability to move throughout the office as needed to perform assigned duties.

This is an onsite office position performed in a professional office environment. The employee will regularly use computers, telephones, printers, and other standard office equipment. The work environment is fast-paced and requires frequent interaction with customers, technicians, and other team members.

Founded in 1983 by Ron Smith, Carroll Water was built on a simple mission: providing families with clean, safe drinking water. In 2015, Brian Smith purchased the company and continued expanding its reach and services. Through strategic growth, including the acquisitions of Harr Well Drilling in 2016 and Jones Well Drilling in 2022, Carroll Water has become a recognized leader in the water treatment, well drilling, and pump service industries.

Today, we proudly serve customers throughout Maryland, Pennsylvania, Virginia, Delaware, and surrounding areas while maintaining our commitment to quality, integrity, and exceptional customer service.

All offers of employment are contingent upon successful completion of:

• Criminal background check
• Motor vehicle record review (if applicable)
• Employment verification
• Any additional screenings permitted by applicable law

Carroll Water is an Equal Opportunity Employer and is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, veteran status, military status, marital status, or any other protected characteristic under applicable federal, state, or local law.

We believe that diversity strengthens our organization and are committed to fostering an environment of respect, professionalism, and equal opportunity for all.