Customer Service Representative (CSR) – Call Intake & Scheduling

Overhead Door Company of Denver•Aurora, CO

5d•Onsite

About The Position

Overhead Door Company of Denver is a locally owned leader in commercial and residential garage door sales, service, and installation. We take pride in responsive, high-quality customer service and strong, long-term relationships with our customers and contractors. We’re looking for a Customer Service Representative (CSR) to own our call intake process — making sure every call is answered, every request is booked, and nothing falls through the cracks.

Requirements

Prior customer service experience using ServiceTitan.
Strong verbal and written communication skills.
Comfortable working in a fast-paced environment with frequent phone calls.
Highly organized, detail-oriented, and dependable.
Ability to stay calm, courteous, and solution-focused with customers.
Team player who takes ownership and follows through.
High school diploma or equivalent required.

Responsibilities

Answer incoming phone calls from residential and commercial customers in a professional, friendly manner.
Serve as the first point of contact and create a positive experience on every call.
Use ServiceTitan to create and book service requests.
Schedule calls onto the calendars of department managers, salespeople, and technicians.
Capture accurate customer information, job details, and notes.
Triage calls and route them to the appropriate department (commercial, residential, service, sales).
Monitor open jobs, follow up on pending items, and help ensure timely responses.
Communicate with customers via phone and email regarding appointment times, confirmations, and updates.
Work closely with dispatchers, technicians, and managers to keep the schedule full, organized, and efficient.
Take ownership of customer requests from first contact through successful handoff.