CSR, Customer Service​/HelpDesk

The Customer Service team is the heart of the business and a central part of the Mr. Electric customer and field experience. Just as the heart keeps blood moving throughout the body, the CSR helps keep customers, Service Professionals, information, communication, and operational activity moving throughout the business. The CSR connects the customer to Mr. Electric, supports the field team throughout the service journey, and helps ensure the right information reaches the right people and systems at the right time.

The purpose of this role is to create a five-star customer journey from the first interaction through completion of the opportunity while helping the field team stay informed, supported, and productive.

CSRs answer and make customer calls, respond quickly to new opportunities, book qualified customers, maintain accurate information in Service Titan, support Service Professionals in the field, assist with Live Close, provide backup dispatch coverage, and manage assigned administrative, reporting, automation, and AI-supported workflows.

Create an exceptional customer experience while helping the entire service operation run smoothly.

The CSR is responsible for taking excellent care of customers, maximizing qualified booking opportunities, supporting the field team, maintaining accurate operational information, and helping ensure the right information reaches the right people and systems throughout the business.

Represent Mr. Electric's Live R.I.C.H. values —
Respect, Integrity, Customer Focus, and Having Fun — in every customer, Service Professional, and team interaction.

Treat people with professionalism and respect, communicate honestly, take ownership of the customer experience, follow through on commitments, and contribute to a positive team environment.

Provide warm, professional, and confident customer service through inbound and outbound calls, text messages, email, and other approved communication channels.

Understand the customer's needs, ask the appropriate questions, accurately identify the opportunity, explain the Mr. Electric service experience, overcome reasonable objections, and confidently guide qualified customers toward scheduling service.

Maintain an 85% or greater qualified booking rate while minimizing avoidable cancellations and reschedules .

Use approved Mr. Electric language, scripts, policies, and service standards while keeping each interaction natural, helpful, and focused on providing a five-star customer experience.

Respond quickly to new customer opportunities from phone calls, web forms, marketing sources, lead services, missed calls, callbacks, and other assigned sources.

Speed to Lead is a core responsibility of the position. New opportunities must be addressed quickly so customers receive assistance while their need and interest are highest.

Complete required phone, text, email, and system follow-up when customers cannot initially be reached or have not yet scheduled.

Maintain appropriate follow-up on open estimates, customer requests, and other assigned opportunities so potential business does not disappear because of slow response or lack of follow-through.

Create and maintain complete, accurate customer and opportunity records in Service Titan.

Document customer needs, contact information, service location, scheduling information, safety concerns, access instructions, communication history, and all other required details.

Notes must be clear enough that another CSR, Dispatcher, Service Professional, or manager can quickly understand what has happened and what needs to happen next.

Accurate documentation is a core responsibility because information entered by the CSR may be used throughout the customer journey, field operation, reporting, automation, and other company systems.

Serve as an office resource for Service Professionals throughout the workday.

Assist with customer communication, appointment information, scheduling questions, Service Titan information, documentation, and other authorized administrative support that allows Service Professionals to remain focused on serving customers.

Participate in Live Close when assigned.

Live Close is the process in which a Service Professional contacts the Customer Service team before completing an opportunity. The CSR walks through the required closeout process with the Service…