Virtual CSR- Mid day/Evenings

Virtual Customer Service Representative (CSR) for a HVAC, Plumbing, Electric and Garage Door company

Position Type: Full-Time, Remote
Openings: 3 Positions

Work Schedules (CST):
• 3 positions: 2:00 PM – 10:00 PM CST


About the Role
We are hiring Virtual Customer Service Representatives to support two growing home service brands. This role is fast-paced, focused on delivering an exceptional experience for our customers from the first call to job booking.

This position is ideal for someone with strong English communication skills, confidence on the phone, and experience handling both inbound and outbound calls. Experience in ServiceTitan is a huge plus.

Key Responsibilities
• Answer inbound customer calls promptly and professionally
• Make outbound calls to confirm appointments, follow up on estimates, and rebook unsold opportunities
• Schedule service, repair, and installation appointments accurately
• Navigate and update customer information in ServiceTitan (or similar CRM)
• Clearly explain services, availability, and next steps to customers
• Maintain a friendly, confident, and solutions-focused tone on every call
• Meet or exceed call quality, booking, and outbound performance expectations
• Work closely with dispatch, service, and management teams to ensure smooth operations

Required Qualifications
• Excellent spoken and written English with a neutral, easy-to-understand accent
• Strong phone presence and customer service skills
• Experience with outbound calling (follow-ups, confirmations, rebooking, etc.)
• Reliable internet connection and a quiet, professional work environment
• Ability to multitask, stay organized, and handle a high call volume
• Comfortable working CST hours consistently

Preferred Qualifications
• Previous experience as a CSR in home services (HVAC, plumbing, electric, garage doors, or similar)
• Experience using ServiceTitan (major plus)
• Appointment booking or dispatch experience
• Sales-minded customer service approach

How to Apply
Please include the following in your application:
• A brief introduction about yourself
• Your relevant CSR and outbound calling experience
• Any experience using ServiceTitan or similar software
• Your preferred shift (8–6 CST or 1–10 CST)
• A short voice recording demonstrating your English communication skills