Position Summary
We are seeking a professional, organized, and customer-focused Customer Service Representative to join our growing team. The CSR serves as the primary point of contact for customers by handling inbound service requests, scheduling technicians, coordinating with field personnel, and ensuring an exceptional customer experience from the initial call through job completion.
The ideal candidate thrives in a fast-paced environment, has strong communication skills, is detail-oriented, and preferably has experience using ServiceTitan within the commercial service industry.
Key Responsibilities
- Answer inbound customer calls and emails in a professional and friendly manner.
- Schedule service calls, maintenance visits, and emergency requests.
- Create and manage work orders in ServiceTitan.
- Dispatch technicians based on location, availability, and urgency.
- Maintain continuous communication with customers regarding technician arrival times and job status.
- Coordinate with technicians and operations to ensure efficient scheduling.
- Process customer requests, service updates, and follow-up communications.
- Review completed work orders for accuracy before invoicing.
- Assist customers with basic billing and invoice inquiries.
- Monitor technician schedules and make adjustments throughout the day.
- Escalate customer concerns to management when necessary.
- Maintain accurate customer records and documentation.
- Support the sales and service departments with administrative tasks as needed.
- Deliver outstanding customer service during every interaction.
Qualifications
- 2+ years of customer service, dispatch, or administrative experience.
- Experience with ServiceTitan preferred.
- Commercial service, construction, HVAC, garage door, gate, security, or facility services experience is highly preferred.
- Excellent verbal and written communication skills.
- Strong multitasking and organizational abilities.
- Ability to remain calm under pressure and prioritize multiple tasks.
- Proficiency with Microsoft Office (Outlook, Word, Excel).
- Strong attention to detail and problem-solving skills.
- High school diploma or equivalent required.
Preferred Experience
- ServiceTitan
- Dispatching technicians
- Scheduling field service appointments
- Commercial service environment
- Construction or service industry experience
- CRM or ERP software
- Customer conflict resolution
Core Competencies
- Customer First Mindset
- Professional Communication
- Organization & Time Management
- Attention to Detail
- Team Collaboration
- Adaptability
- Problem Solving
- Accountability
- Sense of Urgency
Pay: $24.00 - $29.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
