Job Overview
We are looking for a professional and customer-focused Customer Service Representative to handle inbound calls, schedule service appointments, and assist residential clients with plumbing, HVAC, and roofing needs. The ideal candidate is organized, confident on the phone, and comfortable handling urgent requests while maintaining accurate records in Housecall Pro. 

Schedule: Tuesday to Saturday 7AM - 4PM Eastern Time

Key Responsibilities:

• Client Engagement: Answer inbound calls promptly, offering a warm, professional, and reassuring first point of contact for residential clients.
• Call Handling & Scheduling: Follow branching call scripts to ask targeted discovery questions, accurately capture job details, and schedule service appointments on the company calendar.
• Account & Information Management: Provide clients with real-time updates on existing appointments, service history, and basic service offerings.
• Documentation: Maintain thorough, accurate, and up-to-date records of all customer interactions, notes, and booking details within Housecall Pro.
• Escalation & Support: Identify critical issues or emergency plumbing, HVAC, and roofing requests and immediately escalate them to the appropriate internal team members.
• Flexible Coverage: Support after-hours and weekend call coverage rotations to maximize appointment bookings and assist emergency callers.

Requirements & Qualifications:

• Experience: 1–3 years of experience in inbound customer service, dispatching, or call center environments (prior experience in home services, trades, or field operations preferred).
• Software Skills: Proficiency with Housecall Pro or similar CRM/field service management software (e.g., ServiceTitan, Jobber); strong general tech literacy and comfortable managing digital calendars.
• Communication Skills: Excellent verbal and written communication with an active-listening mindset and an empathetic, professional phone presence.
• Multitasking Ability: Proven capability to navigate scripts, enter data accurately, and converse with callers simultaneously without compromising service quality.
• Problem-Solving & Agility: Strong ability to assess urgent requests, follow clear escalation paths, and calm stressed or emergency callers.
• Availability: Willingness to work a flexible schedule, including rotating evening, weekend, and after-hours coverage.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations (for full-time roles only)

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.