CSR - Customer Service Representative

Position Summary:

The Inbound/Outbound CSR serves as the front line of communication between customers and the company. This role is responsible for answering incoming service calls, making outbound follow-up calls, scheduling appointments, and ensuring a high level of customer satisfaction. The position also includes a rotating on-call schedule for after-hours and weekend service dispatching.

Key Responsibilities:

• Answer high volume of incoming customer calls in a professional and timely manner
• Make outbound calls for appointment confirmations, follow-ups, and sales leads
• Schedule service appointments and coordinate with technicians based on availability and location
• Accurately enter and update customer information and job details in company CRM or dispatch system
• Triage emergency after-hours calls during assigned on-call rotation and dispatch accordingly
• Handle customer complaints or concerns with empathy and escalate as necessary
• Follow up on open jobs, maintenance agreements, and leads to ensure resolution
• Work closely with field staff, supervisors, and dispatch team to maintain efficient operations
• Assist in billing follow-up or basic administrative tasks as needed
• Maintain a high level of product and service knowledge to educate customers

Requirements:

• Minimum 1 year experience in a customer service or dispatching role (HVAC/Plumbing/Electrical preferred)
• Strong communication and problem-solving skills
• Proficient in scheduling software (e.g., ServiceTitan, Housecall Pro, etc.) and Microsoft Office
• Ability to work in a fast-paced environment and handle high call volumes
• Must be reliable and able to participate in rotating on-call schedule, including nights and weekends
• Bilingual (English/Spanish) a plus

Schedule & On-Call Details:

• Standard weekday shifts (Mon–Fri)
• On-call rotation includes evenings and weekends; typically 1 week every 3–5 weeks (subject to staffing)
• On-call duties include phone availability for emergency calls and technician dispatch

Compensation: Competitive hourly wage + on-call pay + performance incentives
Benefits: Health, dental, vision, PTO, paid holidays, retirement plan options

Job Type: Full-time

Pay: $15.00 - $20.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person