Customer Service Representative

DPC Services delivers expert, licensed services across Middle Georgia with the integrity, accountability, and craftsmanship you expect from a family-owned business since 1989. From single-family homes to restaurants, schools, and city water mains—we handle every job with professionalism, attention to detail, and a commitment to doing the job right the first time.

The Customer Service Representative serves as the first point of contact for customers requesting service. This role manages incoming calls, delivers a professional customer experience, and creates accurate Service Titan bookings that supports accurate reporting and effective technician scheduling.

• Answer incoming calls promptly and courteously; identify customer needs and follow approved call handling procedures.
• Verify customer contact information, service address, and service history; create or update records accurately.
• Gather the reason for service, urgency, access instructions, and relevant job details. Escalate urgent concerns according to company procedures.
• Book incoming calls through the Service Titan call bubble using the correct business unit, job type, campaign information, and detailed notes. Apply approved demand, maintenance, and membership classifications.
• Explain approved service fees, deposits, payment expectations, and arrival windows; follow company policies for phone estimates and payment collection.
• Book within approved scheduling availability and coordinate with the DSR when capacity or technician requirements need review.
• Record accurate outcomes and reasons for unbooked calls, route nonservice inquiries, and follow up on incomplete incoming bookings.
• Document customer concerns and communicate booking changes, special requirements, and urgent requests to the DSR.
• Protect customer and payment information.

• Clear phone communication, customer service skills, and the ability to remain calm during busy periods or difficult conversations.
• Strong attention to detail, accurate data entry, and the ability to manage several tasks while maintaining reliable records.
• Customer service or call center experience preferred. Service Titan and home service industry experience preferred; willingness to learn required.

Performance is evaluated against leadership-established goals for eligible inbound call booking rate, booking accuracy, call

handling responsiveness, documentation quality, and customer experience.