Customer Service Representative

Job Title:

Customer Service Representative Position Summary

The 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.

Answer inbound customer calls promptly and professionally

Schedule, reschedule, and dispatch service calls using Service Titan

Accurately enter and update customer, job, and equipment information in Service Titan

Coordinate with technicians and dispatch to ensure timely job completion

Monitor technician schedules, job statuses, and appointment windows

Communicate service updates, delays, and resolutions to customers

Create and manage work orders, service tickets, and follow-up tasks

Process customer inquiries related to service, billing, and warranties

Escalate urgent service issues or customer concerns as needed

Maintain detailed call notes and documentation within Service Titan

Support service operations by ensuring jobs are properly closed and documented

1-3 years of experience as a Customer Service Representative or Dispatcher in a service-based industry

Ability to multitask in a fast-paced, high-call-volume environment

Proficiency with computers, CRM systems, and scheduling software

Strong organizational and time-management skills

High school diploma or equivalent

Experience in commercial or residential service industries (doors, gates, HVAC, electrical, plumbing, or similar trades)

Hands-on experience using Service Titan

Familiarity with dispatching, route optimization, and technician scheduling

Experience handling service agreements, maintenance plans, or follow-up calls

Bilingual (English/Spanish) a plus

This is an on-site role based at the company's office location

Frequent phone and computer use throughout the workday

Collaboration with service managers, dispatchers, and field technicians

Fast-paced service environment requiring multitasking and attention to detail

We 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.