CSR
About The Position
The Customer Service Representative (CSR) is a vital role within the Mr. Electric organization, acting as the central hub for customer interactions and operational flow. This position is responsible for ensuring a seamless and positive customer experience from the initial contact through the completion of service. The CSR supports the field team, manages critical information in ServiceTitan, and facilitates smooth operational activities. The core mission is to create an exceptional customer journey and ensure the entire service operation runs efficiently by managing customer relationships, maximizing booking opportunities, supporting field staff, and maintaining data accuracy.
Requirements
- A high school diploma or equivalent is required.
- Comfortable communicating with customers by phone.
- Ability to work across multiple computer systems.
- Skill in documenting information accurately.
- Willingness to learn new technology.
- Ability to manage changing priorities in a fast-moving service environment.
- Strong technical aptitude and a willingness to learn ServiceTitan or similar field-service software.
Nice To Haves
- Previous customer service experience.
- Call center experience.
- Administrative experience.
- Scheduling experience.
- Hospitality experience.
- Sales experience.
- Service-industry experience.
- Experience with ServiceTitan or similar field-service software.
Responsibilities
- Represent Mr. Electric's Live R.I.C.H. values (Respect, Integrity, Customer Focus, and Having Fun) in all interactions.
- Provide warm, professional, and confident customer service via phone, text, email, and other channels.
- Understand customer needs, explain services, overcome objections, and guide qualified customers to schedule service.
- Maintain an 85% or greater qualified booking rate.
- Respond quickly to new customer opportunities from various sources (phone, web, leads, etc.).
- Complete required follow-up on leads, estimates, and customer requests.
- Create and maintain accurate customer and opportunity records in ServiceTitan, documenting all relevant details clearly.
- Serve as an office resource for Service Professionals, assisting with communication, scheduling, and documentation.
- Participate in Live Close to ensure the full customer service system has been executed and documented accurately.
- Recognize and respond to customer dissatisfaction, complaints, and escalations, working towards resolution within company guidelines.
- Escalate issues to the appropriate leader when necessary.
- Work closely with Dispatch to understand field capacity and scheduling needs.
- Provide reliable backup coverage for the Dispatch function when needed.
- Complete assigned administrative tasks, reports, audits, and data-entry responsibilities accurately and on time.
- Manage assigned automation and AI-supported processes, verifying accuracy and escalating failures.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
