Customer Service Representative

Job Description

About the Role

We are seeking a Customer Service Representative (CSR) to support our customers, coordinate service requests, and keep communication clear between clients, technicians, and internal teams. This role is fast-paced and requires professionalism, urgency, and strong organization.

Key Responsibilities

• Answer incoming customer requests via phone/email/portal and create service tickets.
• Gather accurate job details (site info, issue description, access requirements, SLAs, NTEs).
• Coordinate scheduling with dispatch/techs and provide timely updates to clients.
• Maintain clean documentation in the system: notes, status updates, approvals, and customer communications.
• Communicate clearly with technicians and branches to ensure jobs are completed per scope.
• Track open work orders and follow up on aging items to avoid missed SLAs.
• Escalate urgent issues appropriately and support after-hours/on-call coordination as needed.

Qualifications

Required

• 2+ years in customer service, dispatch, scheduling, or admin coordination (trade services/facilities a plus).
• Strong written and verbal communication; ability to stay calm under pressure.
• Strong organization and follow-through; comfortable using multiple systems.

Preferred

• Experience with client portals such as ServiceChannel, Corrigo, VIXXO, etc.
• Experience in service-based industries (Construction/plumbing/electrical/facilities).

Why Join Us

This is a customer-facing role with real impact. You'll be part of a team that values urgency, teamwork, and high standards—and you'll gain experience that can lead to dispatch leadership,