Customer Service Rep

Key Responsibilities

Customer Communication & Appointment Booking

* Answer inbound calls with warmth, confidence, and professionalism.
* Ask relevant questions to understand the customer's needs, confirm the service area, and identify the urgency of the request.
* Guide qualified customers toward booking an appointment and confidently ask for the appointment.
* Handle pricing questions and explain approved service-fee and upfront-pricing policies accurately.

Lead Follow-Up

* Respond promptly to missed calls, voicemails, text messages, and online inquiries.
* Follow up consistently with qualified leads that have not yet booked.
* Track and document the outcome of every follow-up to ensure no opportunity is missed.

Scheduling & Documentation

* Enter accurate customer details, job descriptions, lead sources, and dispatch notes into ServiceTitan.
* Coordinate scheduling with the dispatch team without promising availability that has not been confirmed.
* Maintain clear and accurate records of all customer interactions.

Reporting & Performance

* Provide daily updates on bookings, pending follow-ups, and reasons qualified leads did not book.
* Take ownership of key performance metrics, including booking rate, response time, follow-up completion, documentation accuracy, and customer experience.

Required Experience & Skills

* At least 2 years of experience supporting U.S.-based home service customers, preferably in plumbing, HVAC, electrical, or a similar industry.
* Proven experience with appointment booking, lead follow-up, and objection handling.
* Clear spoken and written English with strong listening and communication skills.
* Strong organizational skills and the ability to work independently and follow through on tasks.
* Experience using ServiceTitan is strongly preferred.
* A quiet and professional workspace, reliable high-speed internet, and a quality headset.
* Reliable backup arrangements for internet connectivity and power.
* Ability to remain fully focused on the role during scheduled working hours.
* Spanish proficiency is a plus.

Perfect Fit / Culture

* You take ownership of every customer inquiry and follow it through to a clear outcome.
* You are confident asking for the appointment without being overly pushy.
* You follow up consistently and do not let qualified leads fall through the cracks.
* You communicate professionally, stay organized, and take responsibility for your results.
* You can work independently while knowing when to coordinate with the wider team.

Typical Day

Your day starts by reviewing new inquiries, missed calls, and pending follow-ups. You spend much of your time answering inbound calls, understanding customer needs, and working to convert qualified inquiries into booked appointments. Throughout the day, you follow up with unbooked leads, respond to messages, and keep customer information and scheduling notes accurate in ServiceTitan.

You will coordinate closely with the dispatch team when scheduling appointments and provide a daily summary of bookings, outstanding follow-ups, and any reasons qualified customers did not move forward.

Interview Process

1. AI Screening
2. Client Interview
3. Offer Stage

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