Customer Service Representative

Customer Service Representative

Requirements

• 2+ years of customer service experience, preferably in a service-based or contractor setting.
• A customer-first mindset with a calm and positive demeanor.
• Strong Computer skills – MS Office, database management, etc.
• Strong communication skills—both written and verbal.
• Experience working with CRM systems (ServiceTitan a plus).
• Excellent organization and time management skills.
• Ability to manage multiple tasks while maintaining attention to detail.
• Comfortable handling billing inquiries and payment information.

Responsibilities

• Deliver exceptional customer service through creative problem-solving and clear, positive communication.
• Maintain an in-depth understanding of all services, product offerings, and company procedures to accurately inform and guide customers.
• Manage inbound and outbound customer communication via phone, email, text, and CRM messaging, ensuring timely and professional responses.
• Schedule, confirm, and follow up on service appointments using company CRM software.
• Ask all discovery questions to gather and enter accurate customer information in the CRM database during and after each call.
• Conduct outbound calls for appointment scheduling, seasonal maintenance reminders, and follow-ups on open estimates.
• Collect and securely process payment and billing information within the CRM system.
• Accurately enter and maintain customer data, notes, and service history in CRM after each interaction.
• Collaborate closely with internal teams including dispatch, sales, and technicians to ensure a seamless and consistent customer experience.
• Stay up to date on promotions, service offerings, and company policies in collaboration with management.
• Impact the company’s bottom line by converting inquiries into leads and resolving issues efficiently to build lasting relationships.

Preferred Qualifications

• Bilingual is a plus but not required.