Overview
As a Customer Service Representative, you will serve as the first point of contact for our customers. Your primary responsibility is to deliver an outstanding customer experience while converting incoming calls into scheduled service appointments. You will manage customer interactions, coordinate scheduling, maintain accurate records, and support revenue growth through excellent customer service and follow-up.
Responsibilities
Key Responsibilities
- Answer inbound customer calls professionally, courteously, and efficiently.
- Convert incoming inquiries into scheduled appointments across all service lines while maximizing booking opportunities.
- Schedule, reschedule, and confirm appointments to optimize technician availability and daily capacity.
- Accurately document all customer interactions, update account information, and maintain complete records within ServiceTitan and other company systems.
- Assess customer needs and prioritize emergency or high-priority service requests appropriately.
- Complete outbound calls for appointment confirmations, maintenance reminders, membership opportunities, and other customer retention initiatives.
- Ensure customer accounts, job details, and service history remain accurate, complete, and up to date.
- Achieve or exceed established Key Performance Indicators (KPIs), including:
- Booking Rate
- Call Quality Score
- Membership Sales
- Cancellation Rate
- Customer Satisfaction (CSAT)
- Schedule Efficiency
- Partner with dispatch, sales, technicians, and leadership to deliver a seamless customer experience from the initial call through job completion.
- Remain flexible and responsive to changing business needs while maintaining professionalism, accuracy, and efficiency.
- Effectively utilize AI-assisted communication and scheduling tools to improve customer experience, streamline workflows, and support operational efficiency.
- Follow all company procedures, ServiceTitan documentation standards, and call handling best practices to ensure consistency and data accuracy.
- Demonstrate accountability by maintaining attendance, adhering to schedules, and contributing to individual and team performance goals.
Qualifications
Qualifications
Required
- Previous customer service, call center, scheduling, or inside sales experience.
- Strong verbal and written communication skills.
- Excellent multitasking and time management abilities.
- Ability to work effectively in a fast-paced environment.
- Strong computer and data-entry skills.
- Positive attitude with a customer-first mindset.
- Reliable attendance and dependability.
Preferred
- Experience in the home services industry (HVAC, Plumbing, Electrical, Pool repair.)
- Experience using Service Titan or similar CRM software.
- Bilingual English/Spanish.
- Comfortable using AI-assisted tools, or a strong understanding of how to work effectively alongside AI in a call center setting.
