Customer Service Representative

About the role

The Customer Service Representative (CSR) is responsible for delivering exceptional customer support by managing inbound and outbound calls, scheduling service appointments, and serving as a key communication link between customers and field technicians.

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
• Coordinate with technicians and dispatch to ensure timely job completion
• Monitor technician schedules, job statuses, and appointment windows
• 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

Requirements

• 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

Skills

• Experience in commercial or residential service industries (doors, gates, HVAC, electrical, plumbing, or similar trades)
• Hands-on experience using ServiceTitan
• Familiarity with dispatching, route optimization, and technician scheduling
• Experience handling service agreements, maintenance plans, or follow-up calls
• Bilingual (English/Spanish) a plus

Work Environment

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.