Customer Service Representative Jobs

About The Position

Requirements

• High School Diploma or equivalent.
• Advanced customer service skills.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Excellent problem-solving and decision-making abilities.
• Customer-focused with a positive, proactive attitude.
• Ability to remain calm under pressure and quickly adapt to changing priorities.
• Ability to work independently while contributing to a team environment.

Nice To Haves

• Previous customer service, dispatching, or call center experience in the HVAC, plumbing, electrical, or home service industry preferred.
• Experience scheduling service technicians.
• Working knowledge of ServiceTitan or similar field service management software.
• Administrative or scheduling experience.
• Experience supporting membership or preventative maintenance programs.

Responsibilities

• Answer a high volume of inbound customer calls professionally and efficiently.
• Schedule service calls, maintenance visits, and membership appointments.
• Create and manage service tickets within ServiceTitan.
• Dispatch HVAC, plumbing, and electrical technicians based on availability, location, skill level, and priority.
• Monitor technician progress throughout the day and adjust schedules as needed to maximize efficiency and respond to emergencies.
• Communicate appointment confirmations, technician arrival updates, and service status with customers.
• Complete outbound calls for appointment confirmations, follow-up communication, membership scheduling, customer satisfaction, and service updates.
• Coordinate recurring HVAC, plumbing, and electrical maintenance appointments and support the company's membership program.
• Maintain accurate customer records, service notes, and job documentation.
• Verify job times and service documentation to support payroll and billing processes.
• Collaborate with service managers, technicians, and call center staff to improve scheduling efficiency and customer satisfaction.
• Identify opportunities to promote maintenance memberships and additional company services when appropriate.
• Resolve customer concerns professionally or escalate issues when necessary.
• Maintain confidentiality of customer and company information.
• Perform other duties as assigned.