Customer Service Representative

About this role

The CSR role is the front door of the business. You'll answer service calls, schedule the tech who fits the job, follow up after the visit, and handle email + chat inbox triage. We use ServiceTitan for dispatching and notes.

Hours are M–F 7:30–4:30 with rotating Saturday morning coverage (one Saturday every 4–6 weeks). Some days you'll be at the AF office, some days at Sandy depending on coverage needs.

What you'll do day to day

• Answer inbound calls — book the appointment, take a clean intake (name, address, phone, equipment age, what's wrong, urgency).
• Dispatch the right tech to the right job using ServiceTitan + the tech-skill matrix.
• Triage incoming chat (ServiceTitan Text-to-Chat) and email (office@yourservicepros.us).
• Confirm appointments the day before; reschedule when techs run long.
• Process payments over the phone for membership signups and post-visit follow-ups.
• Light marketing tasks: follow up with quotes that haven't closed, request Google reviews from happy customers.

Requirements

• 2+ years phone-based customer service experience (any industry).
• Strong typing speed and comfort with multiple browser tabs / apps open at once.
• Clear, friendly phone voice. No script-reading — actual conversation.
• Comfortable saying 'I don't know — let me find out and call you back' rather than guessing.
• Pass background check.

Nice to have (but not required)

• Prior dispatch or trades-industry experience.
• ServiceTitan experience.
• Bilingual (Spanish) is a real plus — about 8% of our service area is Spanish-speaking.