Boston Standard Company - Residential Service Plumber
At Boston Standard Company (a Sila Services Company), we know that long-term relationships aren’t built overnight, which is why the cornerstones of our business are quality and integrity. As recognized leaders for all things plumbing, heating and cooling in Eastern Massachusetts, we've grown by providing a best-in-class workplace for our employees to grow within. Our focus on quality and expert service has led to explosive growth, so we are seeking Residential Service Plumber to join our team.
Are you looking for stability, growth and development opportunities, and a compensation package that rewards you for your hard work and success? Come join the Boston Standard team and realize what it is like to be a part of a company that works for you!
In exchange for your skillset and commitment, we offer:
- Company vehicle, gas card, company cell phone, and tablet
- 401(k) with Company Match Program
- Best-in-class Medical, Dental, and Vision Insurance
- Health Savings Account with company contributions
- Company Paid Short-Term Disability Insurance, Life Insurance, and Long-Term Disability Insurance
- Paid Holidays
- Paid Time Off (PTO)
- Parental Leave
- Special deals/Discounts on a variety of services and entertainment
- Tool account
- Safety shoe reimbursement
- Family & friends discounts on services
- Yearly Performance Reviews
Must be willing to work a Friday - Monday schedule
General Responsibilities:
Complete plumbing upgrades, repairs and water treatment installations; be efficient and accurate.Know how to establish customer rapport to ensure highest levels of satisfaction.Show yourself as professional and knowledgeable to win new referrals and repeat business.Lead customers to informed and confident buying decisions.Maintain effective communication skills with co-workers and management.Support the team in maintaining a safe, clean and organized job site.Follow company policies and procedures and accurately complete all paperwork and assignments in a timely manner.Keep company trucks clean, organized and maintain proper assigned inventory levels.Participate actively in all company provided training and on-the-job training to master your trade.
Service Plumber Success Metrics:
Customer Satisfaction (this always comes first!): Provide clear explanations and educate customers about their plumbing systems, offering preventive maintenance tips and energy-saving recommendations. Maintain customer satisfaction rate through post-service surveys and feedback. Strive to exceed customer expectations and resolve any concerns promptly.First-Time Fix Rate: Achieve a best-in-class first-time fix rate by accurately diagnosing issues, arriving fully prepared with necessary tools and parts, and effectively completing repairs during the initial service call.Response Time: Respond to service requests within Boston Standard's defined time frame. Timely response ensures customer comfort and builds trust.Service Revenue Generation: Diagnose and troubleshoot plumbing issues, recommending appropriate solutions and discussing options with customers. Consistently meet or exceed monthly service revenue targets, contributing to the company's financial growth and success. Identify opportunities for upselling and cross-selling additional services, products, or maintenance plans to customers during service visits.Service Agreement Enrollment: Successfully enroll customers in Boston Standard's service agreements, promoting long-term customer relationships and recurring revenue.Productivity and Utilization: Maintain a high level of productivity by efficiently managing work orders, minimizing downtime, and maximizing billable hours.Technical Excellence: Diagnose common and diverse plumbing emergencies efficiently and accurately and perform plumbing services. Demonstrate continuous improvement in technical skills and knowledge through training, certifications, and staying updated on industry best practices.Inventory Management: Keep track of service vehicle inventory and parts stock, ensuring accuracy and minimizing unnecessary expenses due to missing or overstocked items.Safety Adherence: Maintain a perfect safety record by following all safety protocols and guidelines. Ensure zero safety incidents or accidents within the performance period.Documentation Accuracy: Maintain accurate and up-to-date records of service calls, work performed, and parts used in the Service Titan platform.Team Collaboration: Collaborate effectively with team members, sharing knowledge and assisting colleagues as needed. Strive to maintain a positive team dynamic and contribute to a supportive work environment.Professionalism and Communication: Uphold professional communication and appearance at all times when interacting with customers to ensure a five-star customer service experience.Attendance and Punctuality: Maintain a consistent record of punctuality and attendance, arriving at scheduled appointments on time and adhering to the assigned work schedule.Additional duties as assigned
Experience and Requirements:
MA Journeyman Plumber License (preferred)Have and maintain a clean, safe driving record.Ability to comprehend schematic diagrams, blueprints, and other specifications required by our clientHigh standard of integrity and professionalismExperience working with hand tools, power tool, and electronic test equipmentHighly organized and detail oriented with exceptional follow-through abilities.Outgoing, with a positive, can-do personality that blends well within a fast-paced, goal-driven environment.Competitive individual contributor who also loves to work and win as a team.Highly motivated, self-starter who’s flexible and has a great attitude.Knowledge of proper codes.
About Sila Services
Sila Services is a leading home services platform, operating 27 brands across 33 company locations throughout the Northeast, Mid-Atlantic, and Midwest. The companies of Sila Services, with a history of service excellence dating back to the early 1900s, offer a complete range of residential and commercial services in HVAC, plumbing, electrical, water treatment, and indoor air quality. The company's foundations are based upon building the best service and installation teams and empowering them to deliver distinctive repair, replacement, and maintenance services that ensure truly outstanding customer satisfaction.
Note: All new hires will be required to complete a 30–90-day training period, during which the new hire will not run service calls or projects independently. The duration of the training period is to be determined by the Service Manager on a case-by-case basis.