Home Services Customer Service Representative

Villara•McClellan Park, CA

About The Position

The Customer Service Representative (CSR) is the first point of contact for customers and builders, handling heavy telephone and email traffic with professionalism and urgency. This role ensures accurate scheduling, superior communication, and proactive customer engagement that reflects Villara’s commitment to service excellence. A successful CSR is energetic, proactive, reliable, and passionate about creating outstanding customer experiences.

Requirements

Minimum of 1 year in a customer service or administrative role
Typing 45+ WPM
Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint
Demonstrated customer service and persuasive communication skills
High School Diploma or GED
Individuals must be able to physically: All physical requirements are noted on the Physical Requirements document.
Self-management is critical to success – arriving on time, staying on task, asking for assistance when needed etc.
Maintain a professional attitude and image in all interactions.
Adhere to attendance, punctuality, and conduct standards.
Meet or exceed department KPIs, including: - Call booking percentage - Customer satisfaction scores - Memberships sold/renewed - Schedule accuracy and call handling time
Contribute to a positive, solution-oriented work environment.

Nice To Haves

Familiarity with ServiceTitan or similar dispatch/scheduling software preferred

Responsibilities

Create, update, and manage customer and builder work orders in ServiceTitan with accuracy and attention to detail.
Book, reschedule, and confirm appointments for service and installation with appropriate time allotments.
Support field technicians and supervisors by ensuring up-to-date work order information and clear communication.
Handle a high volume of inbound and outbound calls, emails, and web inquiries.
Provide consistent, professional communication with internal and external customers.
Make outbound “happy calls” to confirm satisfaction and educate customers on available programs or promotions.
Identify customer needs and proactively offer promotional items, extended warranties, or membership opportunities.
Resolve customer issues to mutual satisfaction, escalating as needed while maintaining professionalism.
Maintain Lean work area standards and contribute to process improvements.
Other duties as assigned.
Exhibit exceptional communication, empathy, and professionalism in all interactions.
Demonstrate initiative and self-leadership — take ownership of results without waiting for direction.
Manage multiple priorities efficiently while maintaining composure and accuracy.
Maintain a positive, team-oriented mindset and contribute to a supportive work environment.
Embrace feedback, learning, and growth opportunities.
Show enthusiasm for promoting Villara’s mission and representing the brand.
Display resilience and confidence when handling customer rejections or difficult calls.
Be punctual, reliable, and accountable for personal performance.
Lead by example through professionalism, integrity, and accountability.
Support peers by sharing knowledge and best practices.
Actively participate in continuous improvement and Lean initiatives.
Seek to exceed expectations — go beyond what is asked to ensure team success.