The Customer Service Representative is the first voice our customers hear and plays a vital role in our day-to-day operations. This position handles a high volume of incoming calls, helps customers with professionalism and urgency, and books service, maintenance, and installation appointments. The CSR keeps customer records accurate and works closely with dispatch, technicians, and office staff so every customer has an excellent experience from first call to final follow-up.
Reports to: Office Operations Manager
Duties & Job Responsibilities
Answer incoming customer calls professionally and courteously
Make outbound calls to confirm appointments, follow up on completed work, and return messages
Schedule service, maintenance, and installation appointments
Identify emergency calls and pass them to dispatch right away
Enter and update customer information accurately in ServiceTitan
Answer customer questions about services, maintenance plans, and appointment status
Use Google Drive and company systems to organize and maintain files, documents, and communication
Assist with invoicing, customer follow-ups, and general office support
Provide excellent customer service and represent the company professionally
Required Skills & Qualifications
Previous customer service or call center experience preferred
Experience using ServiceTitan preferred
Familiarity with Google Drive, Gmail, and Google Workspace
HVAC or home services industry experience is a plus
Strong communication and multitasking skills
Ability to work in a fast-paced environment
Organized, dependable, and detail-oriented
Basic computer and phone skills required
Ability to remain professional and calm under pressure
Schedule
Monday–Friday, 8:00 AM – 5:00 PM, In office. NO Remote/Hybrid
Meal and rest breaks provided in compliance with California law; meal break times are scheduled around business needs
Weekend shifts on a voluntary basis
Pay & Benefits
$20.00–$28.00 per hour (DOE)
Medical, dental, and vision benefits
Paid time off
Paid holidays
401(k) benefits
Opportunity for growth and advancement
Principals only. Recruiters, please don't contact this job poster.