Customer Service - Service Titan

Customer Service Representative (CSR)

Focus: Inbound booking, empathy, and ServiceTitan entry.

Job Overview:
As a CSR for Plumbing, Cooling, and Electrical Nerds, you are the first point of contact for customers in need. Your goal is to provide a 5-star "Nerd" experience by listening to customer concerns, diagnosing their needs over the phone, and booking appointments with speed and empathy.

Daily Expectations:

- Handle inbound calls from customers regarding plumbing, cooling, and electrical issues.
- Book appointments directly into ServiceTitan following company protocols.
- Maintain a high "Booking Rate" by overcoming customer objections.
- Provide clear information regarding service fees and technician arrival windows.
- Ensure every customer feels heard and valued from the first "hello."

Preferred Skills & Experience:

- MUST have ServiceTitan experience.
- Previous experience in a CSR role, specifically within the home service industry.
- Superior English verbal skills with a friendly, professional tone.
- Ability to multitask: typing notes into the CRM while speaking with the customer.
- A "problem-solver" mindset—you don't just take calls; you provide solutions.