Customer Service Representative

Benefits

• 401(k)
• Health insurance
• Paid time off

The Customer Service Representative (CSR) is the frontline of Castle Management's customer experience. This role is responsible for delivering exceptional service to clients across all regions of Castle Management, ensuring smooth scheduling, technician support, and customer satisfaction. The CSR will also assist in coordinating internal meetings and perform inside sales and outbound calling to drive business growth.

• Serve as the frontline customer contact for incoming calls, emails, and messages.
• Manage daily scheduling and routing for technician teams across multiple regions.
• Provide administrative and logistical support to technicians in the field.
• Conduct outbound calls for appointment confirmations, follow-ups, and customer outreach.
• Identify opportunities for upselling and cross-selling additional services.
• Coordinate and schedule meetings and team communications company-wide.
• Utilize company software platforms (CRM, dispatch, AI productivity tools, etc.) to maintain accurate and efficient workflows.
• Assist with billing inquiries, service confirmations, and customer satisfaction follow-ups.
• Collaborate with management and technical staff to ensure consistent and professional service delivery.

• Exceptional phone presence and people skills with a friendly, professional demeanor.
• Strong ability to multitask and manage multiple priorities in a fast-paced environment.
• Proficient with multiple software platforms, including Microsoft Teams, CRM systems, and AI based efficiency tools.
• Excellent organizational, time management, and problem-solving abilities.
• Strong written and verbal communication skills.

• Associate of Applied Science (AAS) degree in Business, Communications, or related field (not required but preferred)
• Previous experience in customer service, dispatching, or inside sales within a service-based company.