Customer Service Representative

Customer Service Representative

Wage: $23-$28 DOE

Location: Bend, OR

Shifts: May vary based on operational needs. Typical schedules include 7:00–3:30, 7:30–4:00, 8:00–4:30, and 8:30–5:00.

The Customer Service Representative delivers a high-quality, responsive customer experience while serving as a key liaison between customers, technicians, and internal teams. This role manages incoming inquiries, service coordination, dispatch support, administrative tasks, and follow‑up communication to ensure customer satisfaction and operational efficiency. Additional responsibilities include scheduling, billing, parts coordination, and membership support.

• Customer Focus
• Communication Excellence
• Accuracy & Detail
• Time Management
• Adaptability
• Team Collaboration
• Process Discipline
• Continuous Improvement

• Respond to customer inquiries via phone, email, and chat
• Review abandoned call reports
• Collect payments over the phone
• Forward emails to appropriate team members
• Maintain relationships with customers and property managers
• Handle escalated or upset customers professionally

• Manage technician schedules using Service Titan
• Communicate job progress, delays, and updates
• Schedule jobs once parts arrive
• Order and stage service parts
• Coordinate technician time off, training, and vehicle needs
• Review lead reports and recurring service reports; schedule PMAs

• Complete prior‑day job closeouts
• Ensure completed jobs are billed and payments collected
• Follow up on unsold service estimates
• Support technicians with job checkout as needed

• Stage and prepare parts for upcoming jobs
• Send daily pickup lists to the warehouse
• Coordinate special‑order items

• Prequalify warranty coverage
• Purchase office supplies
• Send orientation packets for new installations
• File warranties and coordinate claims/callbacks

• Quote, follow up on, and sell residential memberships

• Maintain accurate customer records; merge duplicates
• Review and approve weekly batch reports
• Support month‑end close by reviewing completed work orders

• Strong integrity and commitment to customer satisfaction
• Excellent verbal and written communication
• Ability to multi‑task and manage competing priorities
• High attention to detail and accuracy
• Strong problem‑solving and conflict‑resolution skills
• Ability to remain professional in difficult customer situations
• Minimum 2 years of customer service, dispatching, or administrative experience
• Proficiency in Microsoft Office; ability to learn company software
• Strong organizational and time‑management skills
• Team‑oriented work ethic

• Experience in HVAC or a service‑based industry
• Experience with Service Titan
• Dispatching and job‑scheduling experience
• Familiarity with warranty processes

Contact Express Employment at 541‑389‑1505 or email jenni Ask for Jennifer.