Customer Service Representative - CSR Virtual Assistant

Good Guy Plumbing is a fast-growing residential plumbing company based in Southern California. We are known for our 5-star service, strong team culture, and commitment to excellence.

We are looking for a high-performing Customer Service Representative (CSR) to be the first point of contact for our customers. This role is responsible for converting inbound calls into booked appointments, supporting dispatch, maintaining accurate records, and delivering an exceptional customer experience. As part of our hiring process, we value attention to detail — applicants who carefully read this posting and include the words Hydro Jetting in their email subject line will be prioritized for review.

This is a performance-driven, long-term position with growth potential.

Business Hours: 7:00 AM – 6:00 PM PST (California, USA)

Qualifications:
- At least 3 years of customer service or call center experience
- Strong phone communication and objection-handling skills
- Experience converting inbound and outbound calls into appointments
- Comfortable working with KPIs and performance targets
- Experience using CRM or service software
- Excellent English communication (verbal & written)
- Highly organized and detail-oriented
- Reliable internet, extra monitor and quiet workspace
- Home services experience is a plus, but not required.

Please submit: (share the links only)
- Your CV
- 2-3 minute video introduction
- Brief self-introduction
- Relevant experience/s
- In the same video, please explain how you would respond to the following situation:
A client is unhappy because a project did not meet their expectations and is demanding a refund. How would you respond and handle the situation?
- Screenshot of your internet speed
- Any KPI or performance scorecard from a previous role (if available)


Please answer these 3 questions:
- What was your average booking rate in your previous role?
- How do you handle an upset customer?
- Why should we hire you for this position?