Customer Service Representative (CSR) – HVAC, Plumbing & Electrical Company

We are seeking a highly organized, detail-oriented, and customer-focused Virtual Customer Service Representative (CSR) to join our fast-growing home services team. This role is responsible for delivering exceptional service to our customers while supporting daily operations for our HVAC, plumbing, and electrical divisions. The ideal candidate is tech-savvy, proactive, empathetic, and able to thrive in a fast-paced environment.

Key Responsibilities
1. Inbound Call Handling

-Answer incoming calls promptly and professionally while following guided call prompts in ServiceTitan.

-Greet customers with warmth, empathy, and professionalism.

-Use active listening to fully understand customer concerns and service requests.

-Ask qualifying questions regarding service type, urgency, location, and referral source.

-Confirm the customer’s issue falls within our service offerings and service area.

2. Service Qualification & Intake

-Collect and confirm essential customer details: name, address, phone, email, and preferred contact method.

-Identify the type of service needed (AC repair, plumbing leak, drain clog, electrical panel issue, etc.).

-Determine urgency level (emergency, routine, or maintenance).

-Check customer profiles for service history, membership status, warranty info, and important account notes.

-Verify whether the issue is related to a previous job or system we serviced.

3. Pricing & Service Information

-Provide preliminary estimates for common diagnostics and services (e.g., $99 diagnostic fee).

-Set expectations for the service visit, including technician process and upfront pricing after diagnosis.

-Inform customers about current promotions, rebates, memberships, and savings opportunities.

4. Scheduling & Dispatch Coordination

-Book appointments according to availability using ServiceTitan scheduling modules.

-Offer scheduling options based on the 3-day call board, same-day availability (if down), or estimate availability.

-Coordinate with dispatch for same-day bookings or priority situations.

-Communicate cancellation policies and provide accurate service expectations.

5. Outbound Calls & Follow-Up

-Return missed calls and respond to voicemails within 30 minutes (1 hour max).

-Confirm, reschedule, or follow up on upcoming appointments.

-Conduct outbound campaigns for:

-Tune-ups

-Plumbing inspections

-Electrical inspections

-Meet minimum outbound calling goals set by management.

-Contact customers on “hold” status and bring them back on the schedule.

-Create and verify outbound calling lists.

6. Home Depot Lead Management

-Accept and process incoming Home Depot leads inside ServiceTitan’s booking tab.

-Enter leads into tracking spreadsheets and create profiles ensuring the F-number and tags are accurate.

-Immediately call the lead—if no answer, leave voicemail and send a text.

-Update lead tracking sheets and the Home Depot Service Center with correct outcomes.

-Schedule jobs for customers who convert and ensure both systems are updated.

-Complete a structured follow-up process (Day 2, 4, 6, 7) before dismissing unresponsive leads.

-Record every contact attempt in both the tracker and Home Depot Service Center.

7. CRM & Documentation

-Log all customer interactions accurately in ServiceTitan and/or Slack.

-Maintain up-to-date records including service notes, history, equipment, and contact information.

-Tag opportunities, flag priority issues, and escalate leads for management review.

8. Customer Issue Resolution

-Address customer concerns, service delays, or complaints with empathy and professionalism.

-Document issues and updates in Slack and ServiceTitan.

-Escalate concerns when needed to managers or service leadership.

-Track ongoing issues and provide customers with timely follow-ups.

9. Internal Communication

-Communicate job updates, cancellations, urgent customer needs, or scheduling issues to dispatch and office staff in Slack.

-Participate in morning huddles or team briefings when required.

-Share technical issues, customer feedback, or system concerns promptly with management.

10. General Administrative Support

-Assist with emailing invoices, estimates, receipts, or documentation to customers.

-Monitor and respond to support inbox inquiries (Yelp, Thumbtack, Chiirp, Contractor Commerce, FPL, BBB, Brita Pro, and others) within 30 minutes–1 hour.

-Support marketing campaigns by completing outbound call lists or follow-up tasks.

-Assist in managing customer reviews (Google, Facebook, etc.) and reputation initiatives.

11. End-of-Day Wrap-Up

-Review daily call logs and ensure all documentation is complete and accurate.

-Flag unresolved issues or follow-ups for next-day attention.

-Communicate urgent matters to the on-call or after-hours team.

12. Data Entry & System Updates (ServiceTitan)

-Add and update customer equipment details (brand, model, serial number, age).

-Apply appropriate job, customer, and location tags throughout the CRM.

-Ensure all data is accurate, consistent, and properly categorized.

Qualifications

-Previous experience in customer service, HVAC/plumbing/electrical scheduling, or call center preferred.

-Strong communication and active listening skills.

-Ability to remain calm and empathetic in high-volume or emergency situations.

-Proficiency with CRM software (ServiceTitan preferred but not required).

-Strong multitasking and organizational abilities.

-Reliable internet connection, quiet workspace, and ability to work remote full-time.

-Detail-oriented and comfortable following structured workflows and call scripts.

To get started with our interview process please follow the link below!

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