Customer Service Representative

Key Responsibilities

• Answer inbound customer calls promptly and professionally
• Schedule, reschedule, and dispatch service calls using ServiceTitan
• Accurately enter and update customer, job, and equipment information in ServiceTitan
• Coincide with technicians and dispatch to ensure timely job completion
• Maintain detailed call notes and documentation within ServiceTitan
• Coordinate with technicians and dispatch to ensure timely job completion
• Communicate service updates, delays, and resolutions to customers
• Create and manage work orders, service tickets, and follow-up tasks
• Process customer inquiries related to service, billing, and warranties
• Escalate urgent service issues or customer concerns as needed
• Maintain detailed call notes and documentation within ServiceTitan
• Support service operations by ensuring jobs are properly closed and documented

Required Qualifications

• 1–3 years of experience as a Customer Service Representative or Dispatcher in a service-based industry
• Strong phone etiquette and customer communication skills
• Ability to multitask in a fast-paced, high-call-volume environment
• Proficiency with computers, CRM systems, and scheduling software
• Strong organizational and time-management skills
• High school diploma or equivalent
• Preferred qualifications include experience in commercial or residential service industries, hands-on experience using ServiceTitan, familiarity with dispatching, route optimization, and technician scheduling, experience handling service agreements, maintenance plans, or follow-up calls, and bilingual (English/Spanish) skills

Work Environment & Expectations

• This is an on-site role based at the company’s office location
• Frequent phone and computer use throughout the workday
• Collaboration with service managers, dispatchers, and field technicians
• Fast-paced service environment requiring multitasking and attention to detail