Remote Customer Service & Booking Specialist
About The Position
Monkey Wrench Plumbing, Heating, Air & Electric is hiring a fully remote Customer Service & Booking Specialist in the United States. The role is the first point of contact for customers, helping them feel supported by listening with empathy, responding urgently, and guiding them toward solutions and scheduled appointments. The specialist works with dispatch and management to coordinate scheduling and communication, and uses the ServiceTitan CRM, with training provided. The company describes itself as committed to high standards, team and customer satisfaction, professional growth, and delivering an elevated service experience. It offers a stable Monday–Friday schedule, with occasional overtime and weekends as needed, within a supportive, team-based culture.
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.
- Tech-savvy and comfortable using CRM systems.
- Self-motivated team player who can 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, communicate clearly, and build trust through empathetic service.
- 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; training is provided.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) retirement savings plan
- Paid time off (PTO)
- Paid training programs
- Growth and advancement opportunities through ongoing training and career development
- Bonus opportunities
- Regular company events and team celebrations
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
