Customer Service Representative - Home Services

Customer Service Representative – JOB Responsibilities

The Customer Service Representative (CSR) serves as the first point of contact for potential and existing customers, playing a vital role in delivering exceptional service and driving revenue through rapid appointment booking. This role is mission-critical in a high-volume, fast-paced environment, where speed-to-lead, responsiveness, and system proficiency with ServiceTitan are essential. The ideal candidate is a high-energy communicator with a sharp sense of urgency and a passion for creating outstanding customer experiences that convert into qualified appointments and sales opportunities.

Key Responsibilities and Duties:

1. Appointment Booking & Speed-to-Lead Execution

• Respond immediately to inbound leads from phone calls, web forms, chat, and email. Aiming to contact and engage every lead within 5 minutes or less.
• Convert inquiries into booked appointments using persuasive communication, urgency, and professionalism.
• Maintain a laser focus on calendar optimization and appointment volume goals to support sales team success.
• Follow all lead handling procedures and scripting to ensure consistent, high-conversion outreach.
• Confirm all appointments are logged correctly and promptly within ServiceTitan.

2. Customer Interaction & Support

• Engage customers with empathy and confidence to understand their service needs and build trust.
• Handle all inbound and outbound communications, including follow-ups and service reminders.
• De-escalate concerns quickly while maintaining professionalism and promoting positive resolutions.
• Ensure every customer touchpoint reinforces the company’s value proposition and service excellence.

3. ServiceTitan Software Management

• Enter and maintain detailed, accurate customer records, service notes, and job statuses in ServiceTitan.
• Schedule and assign jobs efficiently using ServiceTitan’s dispatch board and appointment features.
• Update job progress and technician statuses in real time to ensure schedule adherence and visibility.
• Troubleshoot basic software issues and assist technicians with mobile app navigation or updates.

4. Sales Coordination & Team Collaboration

• Act as a communication hub between inside sales reps, field technicians, and managers to streamline operations.
• Prioritize high-potential leads and collaborate with the sales team to ensure strong handoffs.
• Share lead insights, customer feedback, and service trends that inform sales and marketing strategies.
• Coordinate rehash efforts and rebooking of previously canceled or missed appointments.

5. Quality Assurance & Performance Tracking

• Track lead response times, call conversion rates, appointment set rates, and no-show/cancellation metrics.
• Maintain service KPIs and call quotas set by leadership, striving to exceed expectations consistently.
• Review and audit call recordings and service entries for quality control and continuous improvement.
• Participate in regular coaching sessions and contribute ideas to enhance customer engagement processes.

6. Process Improvement & Product Knowledge

• Stay updated on new features and functions within ServiceTitan and adopt best practices for workflow efficiency.
• Continuously refine communication techniques, call handling, and customer engagement skills.
• Provide feedback on frequently asked questions, system pain points, and script effectiveness.
• Participate in internal training and team development sessions to improve performance and support team goals.

Ideal Candidate Profile:

The successful candidate will exemplify the following traits:

• Urgency-Driven, with a strong instinct to act immediately on every lead.
• Tech-Savvy, particularly in CRM or FSM systems like ServiceTitan.
• Persuasive Communicator, capable of engaging customers and booking appointments quickly.
• Process-Focused, ensuring accurate and consistent data entry and workflow execution.
• Customer-Centric, with the ability to balance empathy with efficiency.
• Team-Oriented, thrives in collaboration with sales, operations, and dispatch.
• Adaptable, ready to meet shifting customer demands and schedules with a positive attitude.

Customer Service Representative / Inside Sales –

Job Responsibilities

The Customer Service Representative / Inside Sales (CSR/Inside Sales) plays a mission-critical role in driving company growth by rapidly responding to inbound leads and booking high-quality appointments. This role blends customer service excellence with inside sales performance, requiring speed, accuracy, and persuasive communication. The ideal candidate thrives in a fast-paced environment, is highly organized, and is passionate about delivering outstanding service while converting interest into sales opportunities through ServiceTitan.

Key Responsibilities and Duties:

1. 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 leads into confirmed appointments using urgency, product knowledge, and active listening.
• Prioritize and follow up on leads that haven’t yet booked, ensuring no opportunity is missed.
• Leverage scripts and objection-handling techniques to increase appointment conversion rates.
• Maintain full calendar coverage by proactively filling empty time slots and rescheduling cancellations.

2. Customer Interaction & Relationship Building

• Serve as the first point of contact for potential and existing customers, delivering warm, professional, and effective communication.
• Understand customer needs and pain points to create value in the service offering.
• Build trust and rapport with homeowners through active listening and clear, concise explanations.
• Proactively follow up on past customers, incomplete jobs, or no-shows to re-engage and rebook.

3. ServiceTitan Platform Utilization

• Accurately enter customer data, service notes, job details, and scheduling into ServiceTitan in real-time.
• Use the dispatch board to assign field technicians efficiently, optimizing routes and availability.
• Monitor technician statuses, job updates, and reschedules directly within the platform.
• Maintain a high degree of software accuracy to ensure seamless field and office coordination.

4. Sales Collaboration & Revenue Growth

• Work closely with outside sales reps and field managers to align appointment volume with sales targets.
• Relay qualified lead details and customer expectations clearly to the sales team to improve close rates.
• Participate in team huddles and planning meetings to share feedback and opportunities from customer interactions.
• Support rehash efforts by contacting previously quoted or inactive leads to revive interest and set new appointments.

5. Performance Monitoring & Continuous Improvement

• Track and report on daily/weekly KPIs such as:
• Lead response time
• Appointments booked
• Conversion percentage
• No-show/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 performance and conversion.
• Record and review call quality, updating scripts and pitch methods based on real customer responses.

6. Workflow Optimization & Team Development

• Stay current on ServiceTitan updates and provide input on how new tools or workflows can improve operations.
• Assist teammates with training or troubleshooting within the platform when needed.
• Contribute ideas to improve customer experience and streamline lead-to-sale handoff processes.
• Help maintain a culture of accountability, positivity, and team success.

Ideal Candidate Profile:

The successful candidate will exemplify the following qualities:

• Results-Driven Urgency, always acting fast on leads and striving for maximum conversion.
• ServiceTitan Proficiency, or willingness to master it quickly.
• Inside Sales Mindset, with a natural ability to influence, persuade, and close.
• Empathetic Communicator, skilled in balancing customer care with business outcomes.
• Organized Multitasker, able to handle multiple conversations, systems, and schedules simultaneously.
• Team Player, eager to support others while holding themselves to high standards.
• Coachable, open to feedback and motivated to improve daily.

Pay: $24.00 - $26.00 per hour

Benefits:

• Professional development assistance

Work Location: Hybrid remote in Jacksonville, FL 32202