This is an exciting opportunity to become the voice of multiple successful service brands while working remotely with a professional, growth-oriented team. As a Customer Service Representative, you'll handle inbound calls for established HVAC and plumbing companies, using advanced Service Titan CRM technology to book appointments and provide exceptional customer service. You'll play a vital role in a $100+ million operation, representing different geographic markets and helping homeowners and businesses solve their essential service needs. This position offers the perfect blend of technology, customer interaction, and professional growth within a stable, expanding organization that values reliability and excellence.

Schedule:

• 40 hours per week
• possible work schedules: 2PM - 11PM or 10/11AM – 7/8PM, most likely be between Tuesday-Saturday OR Wednesday-Sunday | PST
• Client Time zone: Pacific Time (Los Angeles, California, USA)

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Responsibilities

• Answer inbound calls professionally for multiple established HVAC and plumbing service companies
• Schedule and coordinate service appointments using industry-leading Service Titan CRM software and Contact Center Pro
• Provide outstanding customer service to serve Southern California's diverse customer base
• Represent different company brands and geographic locations (San Diego, Los Angeles, Orange County, Inland Empire) with authentic local knowledge
• Handle customer inquiries, appointment scheduling, and service coordination for heating, cooling, and plumbing needs
• Maintain exceptional communication standards while seamlessly switching between multiple company identities
• Work flexible schedules including day shifts, evening shifts, and after-hours coverage to ensure 24/7 customer support
• Meet and exceed daily, weekly, and monthly performance metrics and quality standards
• Collaborate effectively with a team of experienced agents and dispatchers in a fast-paced, professional environment

 

Requirements

Experience & Reliability

• Minimum of 3 years of continuous customer service or call center experience with the same employer or client, demonstrating consistent performance, punctuality, and attendance

Professional Communication & Meeting Standards

• Excellent phone etiquette and clear verbal communication skills
• Camera-on attendance is required for all meetings, trainings, and coaching sessions
• Agents must maintain a professional appearance and work environment during all video interactions

Attendance & Punctuality

• Strong track record of on-time attendance and schedule adherence
• Ability to consistently meet assigned shift start times, meeting schedules, and coverage requirements

Technical Skills

• Experience using CRM and scheduling systems; familiarity with ServiceTitan or similar platforms is a plus
• Comfortable navigating multiple systems while on live calls

Availability & Commitment

• Willingness to work flexible schedules, including evenings, weekends, and varying shift times
• This role requires long-term commitment and consistent availability

Multitasking & Performance

• Ability to manage high call volumes while maintaining accuracy, professionalism, and customer satisfaction

Industry Preference

• Prior experience in service-based businesses or appointment scheduling environments strongly preferred

Remote Work Expectations

• Comfortable working remotely while remaining fully engaged, responsive, and accountable during scheduled hours
• Must have a reliable internet connection and a dedicated, distraction-free workspace

This role operates in a high-accountability environment with clear performance, attendance, and professionalism standards. Candidates who prefer camera-off meetings or flexible attendance should not apply.

 

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.