Customer Service Representative (CSR)
About The Position
We are seeking a skilled and experienced Inside Sales Representative who is proficient in ServiceTitan, a leading field service management software. In this role, you will provide exceptional customer support and coordinate between field technicians and clients. Your ServiceTitan proficiency will help deliver efficient and effective service solutions to customers. The role involves managing customer service operations in ServiceTitan; responding to customers by phone, email, and chat; entering and maintaining service and customer records; scheduling appointments and dispatching technicians; and working with sales, operations, and technical teams to resolve issues. You will also support technicians through ServiceTitan's mobile app, maintain expertise in the software, help train team members, identify workflow improvements, and prepare accurate reports and documentation. Professionalism and empathy are expected in all customer interactions.
Requirements
- Prior experience as a Customer Service Representative or in a similar role, with a proven track record of excellent customer service.
- Proficiency in ServiceTitan or similar field service management software.
- Strong written and verbal communication skills, including the ability to explain technical concepts clearly and effectively.
- Exceptional organizational and multitasking abilities to handle a high volume of inquiries and service requests.
- Attention to detail and a focus on accuracy and data integrity when using ServiceTitan.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Flexible availability to accommodate varying shifts, including weekends and holidays if required.
Nice To Haves
- Familiarity with the field service industry and an understanding of service workflows.
Responsibilities
- Utilize ServiceTitan to manage and maintain customer service operations.
- Respond to customer queries, concerns, and service requests by phone, email, and chat.
- Enter customer information, service requests, and job details accurately and promptly into ServiceTitan.
- Schedule appointments, dispatch field technicians, and coordinate service assignments using ServiceTitan.
- Provide field technicians with guidance and assistance regarding job details, client requirements, and service updates through ServiceTitan's mobile app.
- Collaborate with sales, operations, and technical teams to resolve customer issues and support a seamless customer experience.
- Maintain knowledge of ServiceTitan, including updates and new features, and provide training and support to team members as needed.
- Identify opportunities to optimize ServiceTitan workflows and propose improvements to efficiency and customer satisfaction.
- Prepare and maintain accurate reports, documentation, and records of customer interactions, service requests, and job statuses in ServiceTitan.
- Maintain professionalism and empathy in customer interactions.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
