Remote Customer Service & Booking Specialist

Monkey Wrench Services • Monterey Park, CA

19h • Remote

About The Position

Monkey Wrench Plumbing, Heating, Air & Electric is seeking a Customer Service & Booking Specialist to serve as the first point of contact for customers. The role focuses on listening empathetically, responding promptly, helping customers find solutions, and converting inquiries into scheduled appointments. The specialist supports technician scheduling and helps ensure customers feel informed and cared for.

This is a fully remote role within the U.S., with a stable Monday–Friday schedule and occasional overtime and weekend work as needed. The position includes paid training on ServiceTitan CRM and works closely with dispatch and management to coordinate scheduling and communication. A pre-employment background check and drug screening are required.

Requirements

• 3–5 years of customer service, call center, or appointment-setting experience.
• Strong spoken and written English communication skills.
• Clear, professional phone presence and excellent phone etiquette.
• Ability to build rapport quickly and handle calls confidently.
• Organized, detail-oriented, and solution-focused approach.
• Comfort with technology and CRM systems.
• Self-motivated team player able to thrive in a performance-driven environment.
• Reliable internet and a professional work-from-home setup.

Nice To Haves

• Experience with ServiceTitan or similar CRM platforms.
• Background in HVAC, plumbing, electrical, or home services.
• Prior appointment-setting or dispatch experience.

Responsibilities

• Answer inbound calls promptly and create a positive, reassuring first impression.
• Make outbound calls to schedule appointments, follow up with customers, and convert inquiries into bookings.
• Listen carefully to customer concerns and build trust through clear communication.
• Respond urgently to customer needs and ensure timely scheduling.
• Guide customers through the booking process, answer questions, and offer solutions.
• Accurately update customer information and appointment details in the CRM.
• Coordinate with dispatch and management to support smooth scheduling and communication.
• Meet booking targets while maintaining high standards of customer care.
• Learn and use ServiceTitan CRM.

Benefits

• Competitive pay of $20–$24 per hour, based on experience, with bonus opportunities.
• Comprehensive health, dental, vision, and life insurance.
• 401(k) retirement savings plan.
• Paid time off (PTO).
• Paid training programs.
• Ongoing training and career development with growth and advancement opportunities.
• Vibrant company culture with regular events and team celebrations.
• Supportive, team-based environment with caring, engaged leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed