Job Overview

Our client is looking for a Customer Service Representative to serve as primary overflow support for the in-office customer service team within the HVAC consumer services environment. This role ensures seamless customer coverage during extended hours after the in-office team leaves, focusing on scheduling appointments using predefined call flow logic.

Schedule: Monday - Friday, 7:00 AM - 3:30 PM Pacific Standard Time, with 30 minutes unpaid break (40 work hours per week)

Responsibilities

• Answer inbound customer calls promptly to prevent overflow to the answering service
• Schedule service appointments based on established call flow criteria, unit age guidelines, and predefined call flow logic
• Provide customers with accurate ETAs and appointment updates
• Assist customers with inquiries regarding available services and scheduling availability
• Maintain accurate records of customer interactions and appointments in Service Titan
• Deliver a personable and transparent customer experience on every call

Requirements

• Previous experience in a customer service or call center environment
• Strong verbal communication skills with a personable and professional phone manner
• Ability to follow scripted call flows while maintaining a natural conversational tone
• High level of attention to detail when managing scheduling and customer records
• Experience with Service Titan or similar field service CRM is a plus

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.