Office Professional

Administrative & Customer Support Specialist

Back to Search
1770 Erie Boulevard W., SYRACUSE, New York, 13204, US

Administrative & Customer Support Specialist – Full Time

Pay: $21.00 – $25.00/hour (based on experience)

Location: In-person only - 1770 Erie Blvd W, Syracuse, NY 13204

Schedule: Monday - Friday 9:00 AM – 5:30 PM 


Overview:

Mr. Rooter Plumbing is looking for a proactive, detail-driven Administrative & Customer Support Specialist to be the central hub of our daily operations. This position blends customer interaction, administrative coordination, and operational support—helping ensure our plumbing services run seamlessly from the first call to job completion.

If you thrive in a fast-paced, team-focused environment, enjoy problem-solving, and want a role where your ideas for efficiency and service improvements are valued, we’d love to have you on our team.


Key Responsibilities:


Customer Experience & Service Coordination

  • Manage incoming calls, emails, chats, and leads with professionalism and warmth.
  • Schedule and dispatch plumbing jobs, ensuring prompt service and a smooth workflow for both customers and technicians.
  • Maintain proactive communication with customers from start to finish, addressing concerns and ensuring a positive experience.
  • Monitor and respond to customer reviews and online inquiries, resolving issues in a timely and neutral manner.


Operational & Process Management

  • Oversee daily office and scheduling operations, ensuring efficiency and accuracy in every step.
  • Track performance metrics such as call volume, response times, and customer satisfaction, identifying opportunities for improvement.
  • Recommend and help implement process changes to streamline operations and improve service quality.
  • Assist management with reporting and data analysis for ongoing performance evaluation.


Administrative & Office Support

  • Maintain accurate customer records, service details, and billing documentation.
  • Process invoices and payments promptly and accurately.
  • Handle general administrative tasks such as data entry, document organization, meeting scheduling, and service order processing.


Team Collaboration & Communication

  • Work closely with technicians, managers, and support staff to keep jobs on track and resolve issues quickly.
  • Share operational updates with the team and contribute to a positive, solution-focused workplace.
  • Support team development by recognizing contributions and helping foster a collaborative culture.


Qualifications:

  • High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business Administration or related field preferred.
  • 2+ years of administrative, scheduling, or operations support experience; Plumbing, trades, or construction industry a plus.
  • Excellent customer service skills, with strong verbal and written communication abilities, and a professional demeanor.
  • Ability to type at least 40 WPM – typing test required before the interview please use this link, it must be taken from a laptop or desktop computer - https://app.typingtestpro.com/test?id=kx5k36sh
  • Proficiency with Apple products, including Mac desktops and iPads
  • Adept at handling phone calls, scheduling, and utilizing customer management systems and modern office software with ease.
  • Quickbooks Online experience preferred.
  • Excellent organizational, interpersonal, and time management skills.
  • Ability to multi-task and prioritize workload in a fast-moving environment.
  • Ability to learn quickly and to work both independently and collaboratively.
  • Must be flexible, adaptable, and able to maintain a sense of humor under pressure.
  • Attentive to detail, quality-focused, flexible and deadline-oriented.
  • Previous HR and payroll experience highly preferred.
  • Must be able to lift up to 35 lbs.
  • Valid driver’s license and reliable transportation required.


Why You’ll Love Working Here:

You’ll be an essential part of a small, tight-knit office team at a family-owned plumbing company. Your role directly supports our success—every job you book, process you improve, and customer you help contributes to keeping our business thriving and growing! You won’t just be answering phones—you’ll be involved in nearly every aspect of our day-to-day operations, making a real impact for our team and our customers.


How We Take Care of Our Team Members:

  • Paid Training – Comprehensive onboarding to help you grow in your role
  • Top Technology – Easy-to-use software and tools for better customer interaction
  • Health Insurance – BCBS low-deductible plan, 50/50 split for first year, fully covered thereafter
  • Dental, Vision, and Life Insurance – Available after 60 days (voluntary)
  • 401K Plan – Eligibility after 90 days
  • Paid Time Off – Vacation, sick time, and 6 paid holidays per year
  • Positive Culture – Team-oriented environment where collaboration and humor are encouraged


Ready to Join the Mr. Rooter Plumbing Team?

If you meet the qualifications and are excited about joining a team that values professionalism, customer service, and continuous improvement, we’d love to hear from you!

Please submit your resume highlighting your relevant experience and make sure you take and pass the typing test (you get 5 attempts). We’re excited to learn more about you!

Apply
Arrow left icon