Customer Service Representative

Contractor In Charge is hiring a Customer Service Representative to handle inbound and outbound customer calls, manage inquiries, and book and dispatch service jobs. The role also involves maintaining accurate customer records, following up with past customers, and converting inquiries into booked appointments.

Responsibilities:

• Answer all incoming calls or online inquiries, as the initial point of contact
• Using a company-prepared script, answer our customers’ questions and guide them to the best service-solution for their home
• Provide a sense of calm and exhibit empathy for customers, so they feel comfortable
• Conduct service-related, follow-up calls to check in on past customers and assess their current needs
• Help the field team by taking detailed notes from customer calls and entering them into our system
• Contribute to our company’s culture by being upbeat and hard-working

Requirements:

• High School Diploma/GED is required
• Self-starter, reliable, flexibility with hours
• High level of accuracy and efficiency
• Exceptional verbal and written communication skills
• Courteous, professional manner, strong customer service skills
• Computer literacy and strong typing skills (30+ WPM),experience with Microsoft Office
• Excellent multitasking and follow-up skills, with high attention to detail
• Excellent interpersonal communication skills on a professional and technical level
• Able to work both independently and as part of a team
• Any experience with ServiceTitan, FieldEdge, Housecall Pro, or other scheduling software would be a plus!
• HVAC, plumbing, or electrical home service customer service or dispatch experience would also be helpful but is not required