Customer Service Representative (Weekends)

Stephen K. Denny, Inc. is an established HVAC contractor with over 30 years of experience. They are seeking a Customer Service Representative to handle customer calls, schedule appointments, and promote memberships while ensuring high standards of service excellence.

Responsibilities:

• Answer and book incoming calls promptly using established scripts
• Collect accurate customer information and schedule the correct job type
• Overcome objections and resolve customer concerns empathetically
• Maintain KPIs, including booking rate, call time, memberships, and call volume goals
• Confirm and follow up on appointments, including outbound scheduling as needed
• Promote current memberships, promotions, and add-on services

Requirements:

• 2+ years of customer service, call center, or dispatch experience (home services experience preferred)
• Strong communication skills with a professional, customer-first approach
• Ability to schedule, prioritize, and manage service calls in a fast-paced environment
• Proficiency with ServiceTitan is a plus
• HVAC knowledge is a plus, but not required