Lead Customer Service Rep.

Baker Brothers Plumbing, Air, & Electric is currently seeking a Lead Customer Service Representative to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our Lead CSR will lead and support a team of call center representatives providing training, coaching, and daily supervision. In addition, our Lead CSR will handle escalated customer inquiries as needed and coordinate closely with dispatch, service managers, and technicians to optimize scheduling and job flow.

Baker Brothers Plumbing, Air & Electric is one of the fastest growing Plumbing, HVAC, and Electrical companies in the DFW Metroplex and has been named a Top 100 Places to Work by the Dallas Morning News five times.

What's in it For Me?

• Market Value Compensation
• $22/hr plus weekly bonuses.
• Vacation & Holiday Pay
• Flexible Schedules
• Health, Vision and Dental plans for you and your family to choose from.
• 401K Retirement Plan with company match up to 30%.
• Life Insurance, Short-Term and Long-Term Disability.
• Special Program Options FSA, EPA, Legal Services, and Identity Theft.
• Continuous Training for your Professional Development.
• Working in a dynamic, collaborative, and fun environment.
• Coached and supported career growth.
• Employee Engagement and Employee Recognition Programs.
  
  

Do I have What it Takes?

Required Qualifications

• High school diploma or equivalent
• 3+ years of call center or customer service experience, preferably in home services (plumbing, HVAC, or electrical)
• At least 1-2 years in a leadership or supervisory role within a call center or service-focused environment
• Strong communication, organizational, and problem-solving skills
• Experience with CRM and dispatch software (e.g., ServiceTitan, DialPad)
• Proficient in Microsoft Excel (data entry, basic formulas, reporting) and computer-savvy across multiple platforms
• Ability to multitask, stay calm under pressure, and resolve customer concerns effectively
• Familiarity with field service operations and technician coordination
• Willingness to work flexible hours, including evenings or weekends as needed
  
  
  

Preferred Qualifications

• Working knowledge of plumbing, electrical, and HVAC terminology and processes
• Experience with performance reporting and call center analytics
• Background in training or quality assurance is a plus
  
  
  

What Will I Do?

• Lead and support a team of call center representatives; provide training, coaching, and daily supervision
• Monitor team performance and call quality to ensure excellent customer service and adherence to KPIs
• Handle escalated customer inquiries and resolve service issues promptly and professionally
• Coordinate closely with dispatch, service managers, and technicians to optimize scheduling and job flow
• Maintain accurate records in the CRM system and ensure all customer data and service details are logged correctly
• Assist with workforce scheduling, shift coverage, and managing call volume during peak times
• Implement and improve call center procedures to increase efficiency and customer satisfaction
• Provide performance feedback and support the professional development of team members
• Track and report metrics such as call volume, response time, hold time, and customer satisfaction
• Collaborate with management to meet service and operational goals
  
  
  

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.