Customer Service Representative – Scheduling & Sales

About the role

We are looking for a motivated Customer Service Representative to be the first point of contact for our clients. You will turn inbound calls into scheduled service appointments while delivering an outstanding customer experience.

Key responsibilities

• Answer inbound calls professionally, courteously, and efficiently.
• Convert inquiries into scheduled appointments across all service lines, maximizing booking opportunities.
• Schedule, reschedule, and confirm appointments to optimize technician availability.
• Document all interactions and maintain accurate records in ServiceTitan and other systems.
• Assess customer needs, prioritize emergencies, and handle outbound calls for confirmations, reminders, and membership offers.
• Partner with dispatch, sales, technicians, and leadership to ensure a seamless experience from call to job completion.
• Utilize AI‑assisted communication and scheduling tools to improve workflow and efficiency.
• Adhere to company procedures, maintain attendance, and meet KPI targets such as booking rate, CSAT, and schedule efficiency.

Required profile

• Previous experience in customer service, call center, scheduling, or inside sales.
• Strong verbal and written communication skills.
• Excellent multitasking, time‑management, and computer/data‑entry abilities.
• Positive, customer‑first attitude with reliable attendance.
• Ability to thrive in a fast‑paced environment.

Required skills

• ServiceTitan (CRM) or similar scheduling software.
• AI‑assisted communication and scheduling tools.