Customer Service

About the role

Skills/Requirements: - 2+ years customer service experience, ideally in HVAC, plumbing, or another home services trade - Familiarity with HouseCall Pro or similar dispatch/scheduling software (ServiceTitan, Jobber) - Strong verbal and written English communication - Ability to multitask and manage high call volumes professionally - Comfortable with VoIP systems and lead tracking software Responsibilities: - Answer incoming calls and schedule appointments in HouseCall Pro or equivalent - Handle overflow and after-hours customer inquiries - Manage calls via VoIP tools (e.g., RingCentral, AT&T Office@Hand) and coordinate with the internal team - Follow company scripts to keep the booking process smooth and consistent - Ask plumbing-related diagnostic questions to capture accurate job details for dispatch - Maintain accurate customer records in the CRM - Support lead tracking via dashboards (e.g., Scorpion, Chirp) where applicable - Complete other administrative tasks as needed KPIs/Performance Expectations: - Speed to lead under 5 minutes - Answer at least 95% of incoming calls (missed calls under 5%) - Book at least 70% of qualified inbound calls - Close at least 85% of booked estimates (excluding cancellations) - Assign a technician to every booked job within 5 minutes - Technicians on time at least 85% of the time - Follow the booking/scheduling process correctly in HouseCall Pro at least 95% of the time - Keep same-day reschedules and cancellations under 8 per week - Score at least 8/10 on call quality reviews