Customer Service Representative

DPC Services • Forsyth, GA

14d • $16 - $20

About The Position

The Customer Service Representative serves as the first point of contact for customers requesting service. This role manages incoming calls, delivers a professional customer experience, and creates accurate ServiceTitan bookings that supports accurate reporting and effective technician scheduling.

Requirements

• Clear phone communication, customer service skills, and the ability to remain calm during busy periods or difficult conversations.
• Strong attention to detail, accurate data entry, and the ability to manage several tasks while maintaining reliable records.
• ServiceTitan and home service industry experience preferred; willingness to learn required.

Nice To Haves

• Customer service or call center experience preferred.

Responsibilities

• Answer incoming calls promptly and courteously; identify customer needs and follow approved call handling procedures.
• Verify customer contact information, service address, and service history; create or update records accurately.
• Gather the reason for service, urgency, access instructions, and relevant job details. Escalate urgent concerns according to company procedures.
• Book incoming calls through the ServiceTitan call bubble using the correct business unit, job type, campaign information, and detailed notes. Apply approved demand, maintenance, and membership classifications.
• Explain approved service fees, deposits, payment expectations, and arrival windows; follow company policies for phone estimates and payment collection.
• Book within approved scheduling availability and coordinate with the DSR when capacity or technician requirements need review.
• Record accurate outcomes and reasons for unbooked calls, route nonservice inquiries, and follow up on incomplete incoming bookings.
• Document customer concerns and communicate booking changes, special requirements, and urgent requests to the DSR.
• Protect customer and payment information.

What This Job Offers

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