Client Care Representative

Full-Time | Customer Service & Dispatch Support

About Us

We are a fast-growing home service company focused on delivering an exceptional customer experience through professionalism, urgency, communication, and quality service. Our team operates with a strong culture built around integrity, accountability, teamwork, and customer-first service. We are looking for people who want to grow with us long-term and contribute to a high-performing team environment.

About the role

This position is critical to our daily operations. The CSR is often the first impression customers have of our company and plays a major role in delivering an exceptional customer experience while helping keep our technicians productive and our schedules running efficiently.

Responsibilities

• Answer inbound calls professionally and efficiently
• Schedule service appointments for HVAC, plumbing, and electrical customers
• Respond to customer questions and concerns with professionalism and urgency
• Help create a positive customer experience from first call to job completion
• Set clear expectations with customers regarding scheduling and service
• Manage incoming service requests and appointment scheduling
• Support dispatch operations and technician scheduling
• Monitor pending jobs and ensure no customer is overlooked
• Coordinate with technicians and office staff throughout the day
• Assist with callback scheduling and emergency requests
• Document customer information and job notes accurately in Service Titan
• Maintain organized scheduling and dispatch records
• Assist with membership follow-up and appointment confirmations
• Help process purchase orders and job-related documentation when needed
• Properly categorize warranty calls, callbacks, tune-ups, and memberships
• Make outbound calls for:
  • Appointment confirmations
  • Membership follow-up
  • Unsold estimates
  • Maintenance reminders
  • Customer check-ins
• Help maintain strong customer retention and rebooking rates

Requirements

• Strong communication and customer service skills
• Ability to multitask in a fast-paced office environment
• Organized and detail-oriented mindset
• Ability to stay calm and professional under pressure
• Positive attitude and team mentality
• Strong computer and phone skills
• Ability to learn ServiceTitan and company systems

Qualifications

• Customer service experience
• Dispatching or scheduling experience
• Experience in HVAC, plumbing, electrical, or home services industry
• Experience with ServiceTitan is a plus

Performance Expectations

• Maintain a high call booking rate
• Keep customer interactions professional and efficient
• Support technician productivity and schedule flow
• Accurately document customer information
• Deliver excellent customer service consistently

Benefits

• IRA with match bonus based on performance
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance
• Full-time, year-round work
• Supportive team environment
• Ongoing training and development
• Advancement opportunities
• Stable and growing company
• Paid time off and holidays

Pay

$18.00 - $24.00 per hour