Client Care Specialist
Wade Roberts Plumbing Ltd.
Saanichton, BC (In Person)
$50k to 58k annually (based on communication skill and performance)
Full-Time | Monday–Friday
The Role in One Line
You are the first voice our clients hear and the person who brings calm, clarity, and confidence in moments that often feel stressful or uncertain.
Who We Are
Wade Roberts Plumbing is a locally owned, award-winning plumbing and gas company serving Greater Victoria for 20 plus years. We are known for concierge level service, strong culture, and giving back to our community, including our annual Tanks to Our Veterans initiative.
Our daily mission is simple and meaningful: Building Strong Connections.
We believe plumbing is about more than pipes. It is about people. Every conversation is an opportunity to build trust, create clarity, and serve with care.
Our Values
Everything we do is grounded in these values
Positive
Proactive
Personal
Integrity
Supportive
Growth
Service
Gratitude
Generosity
These are not words on a wall. They guide how we speak, how we serve, and how we show up for each other and our clients every day.
Who You Are
You are someone who naturally connects with people.
You know how to
- Make others feel heard even when they are stressed
- Communicate clearly and confidently
- Guide conversations toward solutions
- Stay calm and steady when things get busy
You take pride in doing things well. You care about people and outcomes, not just checking boxes.
You also understand that every call matters and every conversation is an opportunity to build trust and book the job.
You’ll Thrive Here If You
- Lead with empathy while confidently guiding the conversation
- Are motivated by results and take pride in booking calls
- Stay composed in a fast paced, high interruption environment
- Are detail oriented and value accuracy
- Follow through and close loops consistently
- Enjoy being part of a supportive, team driven environment
Reality Check
This is a high volume role with 60 to 80 plus calls and messages daily supporting a team of 12 plus technicians. It requires focus, organization, emotional steadiness, and strong communication throughout the day.
What You’ll Own
- Customers who feel heard, cared for, and confident moving forward
- High call booking rates through strong communication and trust building
- Clear and accurate job notes that set technicians up for success
- Consistent follow through with no dropped tasks or missed communication
- A clean and organized dispatch board with team support
- Confident and kind boundary setting that protects both the client and the schedule
If it is not documented, it did not happen.
What You’ll DoClient Care and Booking
- Answer calls, emails, and requests with warmth, clarity, and professionalism
- Listen actively and gather accurate job details
- Guide customers through service options and next steps
- Set expectations clearly including service fees, timelines, and process
- Focus on converting inquiries into booked appointments through trust and communication
- Track and improve personal call booking performance
Dispatch and Scheduling Support
- Support coordination of technician schedules using ServiceTitan
- Maintain accurate notes, call aheads, and schedule updates
- Assist with managing changes, urgency, and real time adjustments
- Help ensure the day runs smoothly for both clients and technicians
Communication and Team Support
- Ensure technicians have clear and complete job notes
- Communicate updates between customers and field team
- Proactively update customers when schedules shift
- Support a calm, organized start to each day with the team
Quality, Admin, and Follow Through
- Ensure jobs are properly documented and closed out
- Take payments and support invoicing accurately
- Follow up on outstanding tasks and next steps
- Contribute ideas that improve systems and client experience
Required
- 2 plus years in customer service, admin, hospitality, or similar high volume environment
- Strong verbal and written communication skills
- Ability to multitask and stay organized under pressure
- Confidence using computers and multiple systems
- Proven follow through and attention to detail
Nice to Have
- Dispatch or scheduling experience
- ServiceTitan or similar software
- Trades or home service experience
How You’ll Be Evaluated
- Call booking rate and conversion performance
- Quality of customer communication and experience
- Accuracy of notes and documentation
- Reliability and follow through
- Contribution to team flow and daily operations
Benefits
- Health, dental, vision, life, and disability after 3 months
- Enhanced benefits and RRSP matching after 1 year
- Paid time off
- Team events and community initiatives
- On site parking
Who This Role Is Not For
This role may not be a fit if you
- Get overwhelmed easily in fast paced environments
- Avoid conversations around service fees or scheduling limits
- Prefer working independently without constant communication
- Struggle with organization or follow through
How to Apply
Our hiring process includes a phone screen, structured interview, short skills exercise, and reference checks.
Final Thought
This role is about more than answering phones.
It is about being the calm voice in someone’s stressful moment
It is about creating trust in the first conversation
It is about building strong connections every single day
If that resonates with you, we would love to meet you.
Job Types: Full-time, Permanent
Pay: $50,000.00-$58,000.00 per year
Benefits:
- Company events
- Dental care
- Life insurance
- On-site parking
- Paid time off
Experience:
- Customer service: 2 years (required)
Language:
Location:
- Saanichton, BC (required)
Work Location: In person
