At John The Plumber, we don’t just fix plumbing—we deliver a fast, friendly, and professional experience every time.
We’re growing quickly and building a Quality Assurance department to make sure every customer interaction—from the first phone call to the final invoice—is exceptional. This is not a typical QA role.
You will directly impact:
- Customer experience.
- Google reviews.
- Revenue and performance.
What You’ll Be Doing:
Customer Experience QA:
- Review customer interactions (calls, jobs, follow-ups).
- Identify gaps in communication, trust, and clarity.
- Ensure every customer feels confident and taken care of.
Call & Booking QA:
- Review dispatcher calls and booking performance.
- Coach team on:
- Handling price objections.
- Improving booking rates.
- Delivering a strong first impression.
Job & Technician QA:
- Audit completed jobs (notes, photos, invoices).
- Identify missed opportunities or inconsistencies.
- Support improvement in:
- Average invoice.
- Customer communication.
- Overall professionalism.
Customer Follow-Ups:
- Call customers after service to gather feedback.
- Identify and resolve issues before they become bad reviews.
- Turn great experiences into 5-star reviews.
Coaching & Reporting:
- Provide clear, actionable feedback to team members.
- Track key performance metrics.
- Report weekly insights and improvement opportunities.
What We’re Looking For:
Ideal Background:
- Dispatcher, customer service, or call center experience.
OR
- Plumbing / HVAC technician with strong communication skills.
OR
- QA / coaching experience in a service business.
Must-Have Skills:
- Strong communication and people skills.
- Ability to coach and improve others (not just criticize).
- Attention to detail.
- Ability to spot patterns and problems.
- Comfortable reviewing calls and customer interactions.
Bonus (Not Required):
- Experience in home services (plumbing, HVAC, etc.).
- Experience with call scoring or QA systems.
- Familiarity with CRM systems (e.g., Jobber).
Who This Role Is Perfect For:
Someone who:
- Notices when things could be done better.
- Enjoys improving systems and people.
- Thinks in terms of customer experience AND business results.
- Wants to grow into a leadership role.
What Success Looks Like:
- Higher booking rates.
- Improved customer reviews.
- Fewer complaints and callbacks.
- Stronger, more consistent customer experience.
Compensation & Growth:
- Competitive salary (based on experience).
- Performance-based bonuses tied to results.
- Opportunity to grow into a leadership role as we scale.
Why Join Us?
- Fast-growing, high-performance company.
- Direct impact on company success.
- Work closely with leadership.
- Opportunity to build and own a department.