Job Description

Customer Service Representative (ServiceTitan Experience Required)

Compensation

· $22–$30 per hour (based on experience)

· Performance-based bonus opportunities

· Estimated Annual Earnings: $50,000–$65,000

- Location: Howell, MI

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Position Summary

We are seeking a friendly, professional, and customer-focused Customer Service Representative (CSR) with ServiceTitan experience to join our growing team. As the first point of contact for our customers, you will play a critical role in creating a positive customer experience by answering incoming calls, scheduling service appointments, and ensuring every interaction reflects our commitment to exceptional service. The ideal candidate is organized, detail-oriented, and thrives in a fast-paced environment where multitasking and communication are key to success.

Key Responsibilities

· Answer incoming customer calls promptly and professionally.

· Schedule service, maintenance, and installation appointments using ServiceTitan.

· Provide exceptional customer service while building rapport and trust with customers.

· Promote and educate customers on maintenance memberships and additional service offerings when appropriate.

· Confirm upcoming appointments and communicate schedule updates.

· Conduct customer follow-up calls to ensure satisfaction and assist with future service needs.

· Maintain accurate customer records, notes, and job details within ServiceTitan.

· Coordinate with dispatchers and field technicians to ensure efficient scheduling and communication.

· Resolve customer concerns with professionalism and escalate issues when necessary.

· Meet or exceed performance metrics related to booking rates, customer satisfaction, and call quality.

Qualifications

· Previous customer service experience is required, preferably within the plumbing, HVAC, electrical, or home service industry.

· Hands-on experience using ServiceTitan is required.

· Excellent verbal and written communication skills.

· Strong organizational and time management abilities.

· Ability to multitask and remain calm in a fast-paced, high-volume environment.

· Strong attention to detail and problem-solving skills.

· Comfortable using multiple computer applications and office technology.

· Positive attitude with a team-oriented mindset and a passion for delivering outstanding customer experiences.

What We Offer

· Competitive hourly pay

· Performance-based bonus opportunities

· Paid Time Off (PTO)

· Health, dental, and vision insurance

· Retirement plan/401(k)

· Ongoing training and professional development

· Opportunities for career advancement within a growing company

· Supportive, team-oriented work environment

This position is ideal for someone who enjoys helping customers, thrives in a fast-paced office environment, and takes pride in creating exceptional customer experiences. As the voice of our company, you'll play a vital role in building lasting customer relationships while supporting the continued growth and success of our team.