Customer Service Representative

• Base Pay $16.00 - $24.00 / Hour
• Employee Type Full-Time Non-Exempt
• Required Degree High school
• Manage Others No

Description

Job Summary:

As a Customer Service Representative at Finch Electrical Heating & Air, you will play an essential role in delivering exceptional customer service while supporting the daily operations of our residential electrical and HVAC service departments. This position is responsible for answering incoming customer calls, scheduling service appointments and installations, dispatching technicians, coordinating permits, and ensuring jobs are properly organized from initial booking through completion.

The ideal candidate is highly organized, detail-oriented, and comfortable managing multiple responsibilities in a fast-paced environment. You will work closely with customers, technicians, installers, and management to ensure efficient scheduling, clear communication, and a seamless customer experience.

Customer Service & Call Management

Answer incoming customer calls promptly and professionally.

Schedule residential electrical and HVAC service appointments based on customer needs, technician availability, and scheduling capacity.

Respond to customer inquiries regarding services, appointments, scheduling, and job updates.

Make outbound calls to confirm appointments, follow up with customers, and coordinate scheduling needs.

Accurately enter and maintain customer information, job details, and appointment notes in Service Titan.

Communicate scheduling changes, delays, and appointment updates to customers.

Provide a positive and professional customer experience throughout every interaction.

Dispatching & Daily Schedule Management

Review and prepare daily and upcoming service schedules to maximize technician efficiency.

Assign and dispatch service calls to technicians based on location, availability, skill set, and job requirements.

Monitor technician progress, routes, and arrival times throughout the day.

Adjust schedules in real time to accommodate cancellations, emergencies, delays, and additional service requests.

Maintain appropriate daily call capacity while minimizing technician downtime and unnecessary travel.

Communicate with technicians throughout the day regarding scheduling changes, customer needs, and job updates.

Coordinate with the CSR team and management to ensure efficient scheduling across both electrical and HVAC departments.

Schedule residential electrical and HVAC installations based on crew availability, job requirements, and customer preferences.

Coordinate installation dates with customers, installers, and management.

Ensure installation jobs are properly scheduled and all necessary job information is documented.

Confirm required permits, materials, equipment, and other job preparations are addressed before installation.

Communicate installation details, expectations, and scheduling updates to customers.

Coordinate rescheduling when necessary due to weather, material delays, or other unforeseen circumstances.

Monitor upcoming installation schedules to ensure jobs are prepared and ready to proceed.

Prepare, submit, and track electrical and HVAC permit applications with the appropriate municipalities and jurisdictions.

Ensure permits are obtained in a timely manner to avoid installation delays.

Maintain accurate records of permit applications, approvals, and associated documentation.

Coordinate required inspections with municipalities, inspectors, technicians, and customers.

Track inspection results and follow up on any outstanding permit or inspection requirements.

Communicate permit statuses and inspection scheduling updates to the appropriate team members.

Ensure permit and inspection documentation is properly maintained and associated with the correct jobs.

Serve as a primary point of contact for technicians regarding scheduling, customer communication, and job-related needs.

Conduct job debriefs with technicians to confirm completed work, outstanding tasks, and necessary follow-up appointments.

Verify that job documentation and customer information are accurate and complete.

Confirm payment collection status and communicate any outstanding payment concerns.

Coordinate follow-up service appointments and return visits as needed.

Assist with identifying and coordinating materials or equipment needed for upcoming work.

Administrative & Operational Support

Maintain accurate and organized records within Service Titan and other company systems.

Assist with tracking open jobs, pending…