Customer Service Representative

Job Title: Customer Service Representative Position SummaryThe Customer Service Representative (CSR) is responsible for delivering exceptional customer support by managing inbound and outbound calls, scheduling service appointments, and serving as a key communication link between customers and field technicians.Key ResponsibilitiesAnswer inbound customer calls promptly and professionallySchedule, reschedule, and dispatch service calls using ServiceTitanAccurately enter and update customer, job, and equipment information in ServiceTitanCoordinate with technicians and dispatch to ensure timely job completionMonitor technician schedules, job statuses, and appointment windowsCommunicate service updates, delays, and resolutions to customersCreate and manage work orders, service tickets, and follow-up tasksProcess customer inquiries related to service, billing, and warrantiesEscalate urgent service issues or customer concerns as neededMaintain detailed call notes and documentation within ServiceTitanSupport service operations by ensuring jobs are properly closed and documentedRequired Qualifications1–3 years of experience as a Customer Service Representative or Dispatcher in a service-based industryStrong phone etiquette and customer communication skillsAbility to multitask in a fast-paced, high-call-volume environmentProficiency with computers, CRM systems, and scheduling softwareStrong organizational and time-management skillsHigh school diploma or equivalentPreferred QualificationsExperience in commercial or residential service industries (doors, gates, HVAC, electrical, plumbing, or similar trades)Hands-on experience using ServiceTitan Familiarity with dispatching, route optimization, and technician schedulingExperience handling service agreements, maintenance plans, or follow-up callsBilingual (English/Spanish) a plusWork Environment & ExpectationsThis is an on-site role based at the company’s office locationFrequent phone and computer use throughout the workdayCollaboration with service managers, dispatchers, and field techniciansFast-paced service environment requiring multitasking and attention to detailEqual Opportunity EmployerWe are an Equal Opportunity Employer and value diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.