Follow-up on Job Opportunties

Full Job Description

THE Mink Plumbing is looking for a motivated, organized, and customer-focused Plumbing Sales and Estimate Follow-Up Specialist. This position is responsible for following up with customers who received plumbing estimates but have not yet scheduled or approved the work.The ideal candidate is confident speaking with customers, comfortable discussing pricing and service options, and skilled at building trust without making customers feel pressured. The goal is to understand why the customer has not moved forward, answer questions, address concerns, and help them select the best solution for their home or business.

Ideal Candidate

The ideal candidate is:

• Friendly, energetic, and confident on the phone

• Empathetic and able to work with customers who may be stressed or concerned about unexpected plumbing expenses

• Highly organized and able to manage multiple follow-up opportunities at once

• Persistent without being pushy

• A strong listener who can identify customer concerns and provide helpful solutions

• Comfortable discussing pricing and asking customers for the sale

• Task-oriented, dependable, and consistent with follow-up

• A quick learner who can understand plumbing terminology and service options

• Able to communicate professionally through phone calls, text messages, and email

Performance Expectations and KPIs

Success in this role may be measured by:

• Number of unsold estimates contacted

• Percentage of customers successfully reached

• Follow-up response rate

• Number of appointments or jobs booked

• Unsold estimate conversion rate

• Revenue recovered from unsold opportunities

• Average number of follow-up attempts per opportunity

• Accuracy of customer notes and estimate statuses

• Lost-job reasons documented

About THE Mink Plumbing

THE Mink Plumbing primarily serves residential customers and smaller commercial properties. We provide repairs, maintenance, replacements, installations, drain services, water heater services, and other plumbing solutions. We do not service septic or well systems.Our team is committed to educating customers, providing honest options, and helping homeowners make informed decisions about their plumbing systems.

Job Responsibilities

Key Responsibilities

• Follow up on unsold plumbing estimates by phone, text message, and email

• Ask thoughtful questions to understand why the customer has not moved forward

• Explain recommended plumbing repairs, replacements, and installation options clearly

• Help customers understand the value and long-term benefits of completing recommended work

• Discuss available options, promotions, memberships, and financing when appropriate

• Reconnect with customers who may need additional time before making a decision

• Schedule approved work and communicate all necessary information to the appropriate team members

• Maintain detailed and accurate notes on every customer interaction

• Update estimate statuses, followup dates, and customer responses in ServiceTitan

• Track lost opportunities and document reasons customers chose not to move forward

• Work closely with technicians, dispatchers, CSRs, and management to ensure a smooth customer experience

• Consistently meet follow-up, booking, and conversion goals 

Job Requirements

Qualifications

• Previous experience in customer service, inside sales, outbound calling, appointment setting, or estimate follow-up is preferred

• Plumbing service industry experience is helpful but not required

• Experience using ServiceTitan or another customer relationship management system is a plus

• Strong verbal and written communication skills

• Basic computer skills and the ability to learn new software quickly

• Ability to handle customer objections professionally and respectfully

Skills Required

• Desktop Applications - Intermediate
• Cold Emailing - Intermediate
• Cold Calling - Intermediate
• Sales - Expert
• Technology - Intermediate
• Business Administration - Intermediate
• Sales & Negotiation - Intermediate
• Time Management - Expert

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