CUSTOMER SERVICE REPRESENTATIVE

About the role

We are looking for a highly organized, professional, and customer-focused Customer Service Representative (CSR) to join our growing home services team. 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

If you thrive in a fast-paced environment, communicate well under pressure, and enjoy helping people, we want to talk to you.

• Customer Service: Answer inbound calls professionally and efficiently, schedule service appointments for 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
• Scheduling & Dispatch Support: 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
• Administrative Support: Document customer information and job notes accurately in Service Titan, help 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
• Customer Retention & Follow-Up: 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

Preferred Experience

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

Performance Expectations

Successful CSRs in this role are expected to: 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

• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• 401(k)
• Competitive salary
• Dental insurance
• Employee discounts

About Us

We are a well-established 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, customer-first service. We are looking for people who want to grow with us long-term and contribute to a high-performing team environment.