128 Plumbing, Heating, Cooling & Electric 

Customer Experience Representative

 Wakefield MA 

 


About 128 Plumbing, Heating, Cooling & Electric:

We are a family-owned and operated business with over 30 years of experience in delivering the highest quality of customer satisfaction. As a leader in the home services industry, we are seeking individuals who thrive in a team-oriented environment with a strong emphasis on collaboration and communication. Our culture promotes continuous learning and development, offering opportunities for advancement. If you enjoy working in a fast-paced, innovative setting where creativity is encouraged, then 128 is the opportunity you have been looking for!

 

Job Title: Customer Care Specialist
Location: Wakefield MA
Company: 128 Plumbing, Heating, Cooling & Electric

About Us

At 128 Plumbing, Heating, Cooling & Electric, we’re committed to delivering top-tier service and creating exceptional customer experiences. As an industry leader, we strive to build strong relationships with our customers through responsiveness, professionalism, and care. Join our team and become part of a company that values integrity, growth, and customer satisfaction.

Your Role

As a Customer Care Specialist, you are the first voice our customers hear—and often the one they remember. Your primary responsibility is to deliver an outstanding customer experience across all touchpoints, ensuring satisfaction, retention, and seamless service from start to finish.

What You'll Do

Customer Service & Communication:

  • Greet and assist customers via phone with warmth, professionalism, and clarity.

  • Clearly explain our Premium Plans and service offerings.

  • Build rapport with new and existing customers and personalize interactions by using their names.

  • Execute daily and weekly outbound calls to welcome new members and renew expiring memberships.

  • Handle and resolve customer complaints according to company policy and ensure all issues are followed through to resolution.

What We’re Looking For

Required Skills & Experience:

  • Previous customer service experience, preferably in a fast-paced or service-focused industry.

  • Clear, professional phone demeanor and excellent verbal and written communication.

  • Proven ability to multitask—handle up to three calls simultaneously during peak times.

  • Strong organizational skills and attention to detail.

  • Familiarity with CRM systems; Service Titan experience is a plus.

  • Proficient in Microsoft Office.

Key Performance Indicators (KPIs):

  • Inbound & outbound call conversion rates

  • Premium Plan sales & renewals

  • Membership retention & satisfaction

  • Completion of daily outbound call goals

  • Contribution to 5-star customer review scores

Why Join 128 Plumbing, Heating, Cooling & Electric?

  • A+ Team Environment

  • Earn Monthly Bonuses

  • Get Paid Weekly

  • Paid Holidays

  • Paid Vacation, Personal, and Sick Time

  • Company Events

  • Team and Management Support At All Times

  • Health, Vision, and Dental Insurance (128 Covers 73% of Health Benefits)

  • 401k Retirement Plan with 4% IRA Matching

  • Advancement and Growth Opportunities

 
Equal Opportunity Employer, including disabled and veterans.
View Company Information

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