Service Support Specialist

Service Support Specialist

Build a Career Helping Homeowners - Join American Rooter as a Service Support Specialist! Position: Service Support Specialist. Company: American Rooter. Pay Range: $18.00-$20.00 per hour (based on experience). Employment Type: Full-time, Non-Exempt. Industry: Residential Plumbing/Excavation Services. Location: On-site, Freeland, PA (supports four Pennsylvania markets).

American Rooter is seeking a highly organized and professional Service Support Specialist to join our Freeland, PA office. In this vital role, you'll serve as the communication hub between our customers, field crews, and partner networks. You'll handle inbound calls from homeowners and national partners, coordinate job scheduling, manage claim details, and support customers through the repair process-from first call to project completion.

If you excel at multitasking, thrive in a fast-paced environment, and enjoy helping people during high-stress situations, this is the perfect opportunity to build a rewarding and stable career with a trusted name in residential water and sewer services.

At American Rooter, we specialize in residential water and sewer line excavation and replacements across Pennsylvania. As a trusted partner to national service line protection companies, we pride ourselves on providing professional, code-compliant, and customer-focused solutions that protect homes and communities.

Our team combines technical expertise with empathy, ensuring that every customer interaction reflects our values of safety, integrity, and reliability. At American Rooter, we believe that every employee plays a vital role in serving our customers and growing together as a team.

Key Responsibilities

• Handle inbound calls from customers related to claim support, scheduling, payments, and restoration concerns.
• Communicate with homeowners and partners to resolve issues and provide updates throughout the service process.
• Follow up on jobs placed on hold-gathering missing information so repairs can proceed efficiently.
• Learn and apply coverage rules across multiple partner programs.
• Calmly manage escalated or emergency-situation calls with professionalism and empathy.
• Accurately document all interactions, job notes, and updates in company systems.
• Coordinate with the field team to adjust schedules and dispatch needs as priorities change throughout the day.
• Support administrative functions including data entry, reporting, and communication tracking.

Qualifications

• Required:
  • Proficiency with Microsoft Excel, Outlook, and Teams.
  • Excellent written and verbal communication skills, with the ability to write professional emails.
  • Strong organizational skills with exceptional attention to detail.
  • Ability to manage multiple tasks and changing priorities throughout the day.
  • Comfortable balancing back-office administrative work with frequent phone interruptions.
  • Professional, calm demeanor when handling high-volume or emergency calls.
• Preferred:
  • Experience in dispatching or the trades (plumbing, home services, or utilities).
  • Previous experience supporting field operations or customer scheduling in a service-based environment.

Benefits

• Starting Pay: $18.00-$20.00 per hour, based on experience
• Health & Dental Insurance: 75% employer-paid (employee-only) after 90 days
• Paid Holidays: Effective from Day 1
• Paid Time Off: 1 week after 90 days; 2 weeks after 1 year
• Retirement Savings Program
• Weekly Pay Cycle
• Training and Career Growth Opportunities
• Supportive Team Environment and Company Events

Work Schedule

• Full-time: Monday through Friday
• Standard office hours, with flexibility based on daily scheduling needs.

Work Location

• On-site at American Rooter's Freeland, PA office.
• Supports operations across four Pennsylvania markets.

Equal Employment Opportunity Statement

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.

Compliance

A background check will be completed as part of the onboarding process, in compliance with applicable laws.