Customer Service Representative

About the Role

The Customer Service Representative (CSR) is the first point of contact for customers seeking plumbing, HVAC, and electrical services. This role delivers excellent customer service by handling incoming calls, scheduling appointments, resolving customer concerns, and maintaining accurate records in ServiceTitan. Overall, CSRs play a critical role in helping provide customer satisfaction and business growth.

Tasks & Responsibilities:

• Professionally handle calls, emails, and customer inquiries while providing exceptional service and accurately entering customer information according to company SOPs.
• Schedule appointments efficiently and communicate service details clearly to customers.
• Maintain accurate customer records and document all interactions in ServiceTitan.
• Resolve customer concerns following CSR SOPs and escalate issues when necessary.
• Explain services, processes, promotions, and membership options to customers.
• Work closely with dispatch, technicians, and office staff to ensure excellent customer service and track lead sources.
• Conduct follow-up, loyalty, and review calls to confirm satisfaction, encourage 5-star reviews, and reconnect with customers.
• Promote company services and identify opportunities for additional services or memberships.
• Use company communication tools professionally while maintaining accurate, confidential customer information.

Education & Experience

• High School Diploma or GED.
• 1 to 3 months related experience and/or training (or an equivalent combination of education and experience).
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to apply common sense of understanding to carry out instructions furnished in written, verbal, or diagram form.
• Exhibit excellent communication skills while maintaining a calm demeanor in stressful situations.

Licenses & Certifications

• CRM software certification (preferred).
• Valid driver's license with an acceptable driving record (required).

Work Shift

Monday through Friday, 8:00 AM - 7:00 PM

Key Performance Indicators (KPIs)

• Total Lead Conversion: > 95%
• Average Call Length: < 2 minutes
• Answer Calls: ≤ 10 seconds
• Outbound Calls: provided by CSR Lead
• Minimum of 5 "Happy Calls" per day (collect 5-star reviews and prevent 1-star) Minimum of 5 "Loyalty Calls" per day (book 3 leads from reconnections).
• Total email capture rate per client: 100%