Customer Service Representative

Job Summary
We're seeking a Customer Service Representative (CSR) who thrives on the phone and enjoys connecting with people. This role is focused on outbound calling — reaching out to customers, following up on leads, and filling the dispatch board with scheduled service appointments. If you have great communication skills, a positive attitude, and enjoy helping customers, we want to hear from you.

Required Qualifications:

• Must be able to pass a background check.
• Must be drug-free and able to pass entrance and random drug screenings.
• Demonstrate willingness to invest time in Service Titan training seminars and classes.
• Ability to follow Office Safety Guidelines.
• High school diploma or general education degree (GED)
• Excellent phone and communication skills — confident, clear, and friendly.
• Comfortable making outbound calls all day; motivated by goals and performance.
• Previous experience in HVAC, home services, or call center preferred but not required.
• Strong organizational and computer skills (experience with CRMs is a plus).
• Positive attitude, team player, and self-motivated.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Expected Duties:

• Answer phones, scheduling service & maintenance work
• Outbound calling existing and new customers
• Answers email appointment requests
• Make outbound calls to existing and potential customers to schedule service appointments.
• Fill the dispatch board daily by booking jobs efficiently and accurately.
• Maintain detailed notes in the customer management system (CRM).
• Follow up on unsold estimates, maintenance renewals, and customer inquiries.
• Provide friendly, professional, and courteous communication with every call.
• Collaborate with the dispatch and service teams to ensure smooth scheduling.
• Meet or exceed daily and weekly call and booking goals.
• Other duties as assigned

Job Type: Part-time

Pay: $ $21.00 per hour

Expected hours: 25 – 30 per week

Benefits:

• On-the-job training

Work Location: In person