Customer Service Representative

AdvantaServ is a growing service company specializing in residential and commercial HVAC, plumbing, and electrical solutions. We are known for our professionalism, reliability, and customer-first approach. As we continue to scale, we are building strong systems, a high-performing team, and a positive, accountable culture.

We are seeking a versatile, proactive, and tech-savvy individual to join our team in a role that is central to daily operations and company growth. While some responsibilities may be delegated to other team members as we grow and expand our administrative staff, this individual will play a key role in shaping processes, workflows, and the future of the administrative team.

Position Overview

The Customer Service Representative / Inside Sales (CSR / Inside Sales) role is mission-critical to AdvantaServ's growth. This position sits at the intersection of customer experience, operational coordination, and revenue generation.

You will serve as the front line of communication for customers and the backbone of support for field technicians, responsible for rapidly responding to inbound leads, proactively generating outbound activity (including cold calls and self-generated outreach), and converting interest into high-quality, confirmed appointments.

This role blends customer service excellence with inside sales performance, requiring urgency, organization, persuasive communication, and disciplined follow-through. The ideal candidate thrives in a fast-paced, metrics-driven environment, takes ownership of outcomes, and is motivated by turning conversations into booked work using ServiceTitan as the operational backbone.

This position supports a growing service organization and requires professionalism, emotional maturity, and a solutions-focused mindset. We value positivity, accountability, and direct communication—this is a low-drama, high-performance role.

Key Responsibilities and Duties

• Speed-to-Lead Appointment Booking
• Respond immediately to all inbound leads via phone, web inquiries, email, and chat, targeting engagement within 5 minutes of lead creation
• Convert inbound inquiries into confirmed appointments using urgency, product knowledge, and active listening
• Prioritize and follow up on leads that have not yet booked to ensure no opportunity is missed
• Leverage scripts and objection-handling techniques to maximize appointment conversion rates
• Maintain full calendar coverage by proactively filling open time slots and rescheduling cancellations
• Perform outbound calls, including cold calls and self-generated outreach, to drive additional appointment volume
• Customer Interaction & Relationship Building
• Serve as the first point of contact for both potential and existing customers with warm, professional, and effective communication
• Provide accurate information regarding services, pricing, and scheduling
• Identify customer needs and pain points to clearly communicate the value of AdvantaServ's services
• Build trust and rapport with homeowners through active listening and clear, concise explanations
• Ensure a positive customer experience by following up on completed services, customer concerns, and unresolved issues
• Proactively re-engage past customers, incomplete jobs, no-shows, and inactive leads to rebook services
• Track customer satisfaction and assist with resolving service-related concerns
• ServiceTitan Platform Ownership
• Use ServiceTitan daily to accurately enter and manage customer data, service notes, job details, scheduling, and dispatching in real time
• Utilize the dispatch board to assign field technicians efficiently while optimizing routes and availability
• Monitor technician statuses, job progress, updates, cancellations, and reschedules
• Maintain a high degree of data accuracy and completeness to support seamless coordination between office and field teams
• Identify and suggest workflow or process improvements using ServiceTitan capabilities
• Collaborate with management to leverage ServiceTitan insights for operational and performance decision-making
• Assist teammates with ServiceTitan training or troubleshooting when needed
• Sales Collaboration & Revenue Growth
• Work closely with outside sales representatives, technicians, and field managers to align appointment volume with revenue goals
• Clearly relay qualified lead details, customer expectations, and job context to improve close rates
• Participate in team huddles and planning meetings to share insights and opportunities gathered from customer interactions
• Support rehash efforts by contacting previously quoted, deferred, or inactive leads to revive interest and secure new appointments
• Performance Monitoring & Continuous Improvement

• Track and report on daily and weekly KPIs, including:

• Lead response time

• Appointments booked
• Conversion percentage

• No-show and cancellation rates

• Consistently meet or exceed call handling, appointment-setting, and sales contribution goals

• Participate in regular coaching and feedback sessions focused on improving call quality, confidence, and conversion
• Record, review, and refine call scripts and pitch approaches based on real customer responses and performance data
• Workflow Optimization & Team Development
• Stay current on ServiceTitan updates and new features
• Provide input on improving workflows, systems, and operational efficiency
• Contribute ideas that enhance the customer experience and streamline lead-to-sale handoffs
• Help maintain a culture of accountability, professionalism, positivity, and team success

Ideal Candidate Profile

The Successful Candidate Will Consistently Demonstrate

• Results-Driven Urgency – Acts quickly on leads and strives for maximum conversion
• Inside Sales Mindset – Comfortable influencing decisions, handling objections, and closing appointments
• Empathetic Communication – Balances strong customer care with business outcomes
• Organized Multitasking – Effectively manages multiple conversations, systems, schedules, and follow-ups
• Team-First Attitude – Supports teammates while holding themselves to high performance standards
• Coachability – Open to feedback, resilient under pressure, and motivated to improve daily
• Professional Resilience – Maintains composure, maturity, and focus in a fast-paced environment

Qualifications

• Proven experience in customer service and/or dispatching (home services industry preferred)
• Proficiency with ServiceTitan or similar CRM/dispatch software, or a strong willingness to master it quickly
• Strong organizational skills and attention to detail
• Excellent verbal and written communication skills
• Ability to multitask and prioritize in a fast-paced environment
• High level of accountability and independence
• Tech-savvy and eager to learn new systems

Preferred Experience

• Previous experience in HVAC, plumbing, or electrical service environments
• Bilingual (English/Spanish) is a plus

What We Offer

• Competitive hourly wage or salary based on experience
• Paid time off and paid holidays
• Opportunities for professional growth and cross-training
• A positive, team-driven, high-accountability work culture