Inbound Customer Service Representative

Inbound Customer Service Representative

Pay: $20.00 - $26.00 per hour

Job Type: Full Time

Job Overview

We are seeking a dedicated and enthusiastic Inbound Customer Service Representative to join our team. This role is essential in providing exceptional service to customers by addressing inquiries, resolving issues, and ensuring a positive experience.

Qualified candidates will have experience in service-based industries such as septic, sewer, plumbing, or HVAC. The ideal candidate is customer-focused, reliable, honest, and thrives in a fast-paced service environment. This individual must be able to work independently and collaboratively while consistently delivering a high level of service.

Duties

• Respond promptly to inbound customer inquiries via phone, email, or chat
• Use broad industry knowledge to resolve issues related to products and services
• Maintain professional phone etiquette in all customer interactions
• Analyze customer requests and provide accurate information and solutions
• Document all customer interactions in the database for record-keeping
• Perform accurate and timely data entry to ensure customer records are up to date
• Meet service response time goals consistently
• Meet daily close rate goals
• Conduct outbound calls to follow up on customer issues or feedback and re-engage past customers to generate additional business opportunities
• Communicate with customers clearly, professionally, and with empathy
• Support sales efforts by promoting relevant products or services during interactions

Tasks

• Receive incoming calls and make outbound calls
• Provide sales support and accurate product and service information
• Consistently book service calls accurately and efficiently
• Complete data entry in ServiceTitan dispatch system
• Maintain accurate records of service calls and related information
• Determine service charges, collect deposits/payments, or arrange billing
• Perform other duties as needed, including cross-training in related roles

Requirements

• 5 years of experience in a fast-paced, high-volume call center
• 5 years of experience in the septic, sewer, plumbing, HVAC, or similar service industry
• Strong experience with dispatch software (ServiceTitan strongly preferred)
• Proven track record of delivering exceptional, high-level customer service
• Strong written and verbal communication skills for interacting with customers, vendors, and internal teams
• Strong phone etiquette with the ability to handle a high volume of inbound calls professionally
• Strong typing and data entry skills with high accuracy
• Ability to quickly analyze situations and provide effective solutions under pressure
• Detail-oriented with strong organizational and multitasking skills
• Self-motivated with the ability to work independently with minimal supervision
• Comfortable working in a team environment and collaborating across departments
• Strong work ethic, reliability, and consistency in performance
• Willingness to work a rotating on-call schedule after the training period
• Familiarity with sales techniques is a plus
• English proficiency (verbal and written) is required to perform essential job duties.

Preferred

• Service Titan Experience

Benefits Package Includes:

• Company Paid Medical for Employees ($25.00 bi-weekly employee contribution)
• Dental Insurance – Supplemental Available (After 2 months)
• Vision Insurance – Supplemental Available (After 2 months)
• Company Paid $25,000 Life Insurance
• 401K - 4% Company Match
• Paid Sick Leave - Earn 1 hour of sick leave for every 40 hours worked. Eligible for use after 90 days.
• Paid Time Off (PTO) Plans - Available after 1 year of employment and tiered based on tenure.
• Supplemental Insurance Options Available (Includes short-term and long-term disability, critical illness, accident, life insurance, and more)
• Pet Insurance – Supplemental Available through United Healthcare
• Professional Development Opportunities
• Referral Bonus Program
• Employee Discount Program
• 6 Paid Holidays (After 6 months of employment)
• As a token of our gratitude, Veterans and Active Military Members Receive Veterans Day as an Additional Paid Holiday (After 6 months of employment)

Please see the job description for the entire list of qualifications.

Salary : $20 - $26