Customer Service Representative (CSR)
About The Position
We are seeking a skilled and experienced Inside Sales Representative proficient in ServiceTitan, a field service management software. The role supports customer service operations and coordinates between field technicians and clients. The representative uses ServiceTitan to manage customer information and service requests, schedule appointments, dispatch technicians, and support efficient service delivery. The position also involves collaborating across departments, maintaining accurate records, helping team members use the software, and identifying workflow improvements to enhance efficiency and customer satisfaction.
Requirements
- Prior experience as a Customer Service Representative or in a similar role, with a proven 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.
- Exceptional organizational and multitasking abilities to manage a high volume of customer 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
- Use ServiceTitan to manage and maintain customer service operations.
- Respond to customers by phone, email, and chat to address questions, concerns, and service requests.
- Enter customer information, service requests, and job details accurately and promptly into ServiceTitan.
- Schedule appointments, dispatch field technicians, and coordinate service assignments using ServiceTitan.
- Guide and assist field technicians with job details, client requirements, and service updates through ServiceTitan’s mobile app.
- Collaborate with sales, operations, and technical teams to resolve customer issues and ensure 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 concerning customer interactions, service requests, and job statuses in ServiceTitan.
- Maintain professionalism and empathy in customer interactions and provide a positive, customer-centric experience.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
