Customer Service Representative

Customer Service Representative – JOB Responsibilities

The Customer Service Representative (CSR) serves as the first point of contact for potential and existing customers, playing a vital role in delivering exceptional service and driving revenue through rapid appointment booking. This role is mission-critical in a high-volume, fast-paced environment, where speed-to-lead and responsiveness are essential. The ideal candidate is a high-energy communicator with a sharp sense of urgency and a passion for creating outstanding customer experiences that convert into qualified appointments and sales opportunities.

Key Responsibilities and Duties:

1. Appointment Booking & Speed-to-Lead Execution

• Respond immediately to inbound leads from phone calls, web forms, chat, and email—aiming to contact and engage every lead within 5 minutes or less.
• Convert inquiries into booked appointments using persuasive communication, urgency, and professionalism.
• Maintain a laser focus on calendar optimization and appointment volume goals to support sales team success.
• Follow all lead handling procedures and scripting to ensure consistent, high-conversion outreach.
• Confirm all appointments are logged correctly and promptly within ServiceTitan.

2. Customer Interaction & Support

• Engage customers with empathy and confidence to understand their service needs and build trust.
• Handle all inbound and outbound communications, including follow-ups and service reminders.
• De-escalate concerns quickly while maintaining professionalism and promoting positive resolutions.
• Ensure every customer touchpoint reinforces the company’s value proposition and service excellence.
• Comfortable working in a developing environment—able to stay flexible, adapt quickly, and contribute to improving workflows
• Patient and collaborative mindset, willing to grow with the team and help shape systems, standards, and best practices.

3. ServiceTitan Software Management (an asset)

• Enter and maintain detailed, accurate customer records, service notes, and job statuses in ServiceTitan.
• Schedule and assign jobs efficiently using ServiceTitan’s dispatch board and appointment features.
• Update job progress and technician statuses in real time to ensure schedule adherence and visibility.
• Troubleshoot basic software issues and assist technicians with mobile app navigation or updates.

4. Sales Coordination & Team Collaboration

• Act as a communication hub between inside sales reps, field technicians, and managers to streamline operations.
• Prioritize high-potential leads and collaborate with the sales team to ensure strong handoffs.
• Share lead insights, customer feedback, and service trends that inform sales and marketing strategies.
• Coordinate rehash efforts and rebooking of previously canceled or missed appointments.

5. Quality Assurance & Performance Tracking

• Track lead response times, call conversion rates, appointment set rates, and no-show/cancellation metrics.
• Maintain service KPIs and call quotas set by leadership, striving to exceed expectations consistently.
• Review and audit call recordings and service entries for quality control and continuous improvement.
• Participate in regular coaching sessions and contribute ideas to enhance customer engagement processes.

6. Process Improvement & Product Knowledge

• Stay updated on new features and functions within ServiceTitan and adopt best practices for workflow efficiency. Continuously refine communication techniques, call handling, and customer engagement skills.
• Provide feedback on frequently asked questions, system pain points, and script effectiveness.
• Participate in internal training and team development sessions to improve performance and support team goals.

Benefits:

• Company events
• Dental care
• Extended health care
• Life insurance
• On-site parking

Work Location: In person

Job Types: Full-time, Part-time

Pay: $22.00-$25.00 per hour

Expected hours: No less than 20.0 per week

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking

Work Location: In person