What are the responsibilities and job description for the Customer Service Representative (Call Center)- F/T position at Binsky Home Service?
About Binsky Home Service
At Binsky Home Service, were more than just a trusted name in home comfort. Were a growing team dedicated to providing top-notch HVAC, plumbing, and electrical solutions to homeowners. As a proud Nexstar member, were committed to delivering world-class service with integrity, excellence, and heart. If youre passionate about helping people and thrive in a high-performance environment, we want to hear from you.
Position Summary
The Call Center Representative (CSR) is the voice of Binsky Home Service. As the first point of contact for our customers, your role is to deliver a seamless, warm, and professional experience across every phone call, email, or chat. You will schedule appointments, resolve concerns, and communicate with internal teams all while adhering to Nexstars Call Center best practices and utilizing ServiceTitan to manage workflows and customer interactions.
Key Responsibilities
- Handle inbound and outbound calls with empathy, urgency, and professionalism.
- Follow Nexstar call handling procedures including the "Scripted Call Flow", Agenda Card guidelines, and Service System expectations.
- Efficiently schedule service, maintenance, and sales appointments using ServiceTitan.
- Confirm appointments, dispatch technicians, and communicate updates to customers in real-time.
- Upsell maintenance plans and promote current specials when applicable.
- Document all customer interactions and ensure records are accurate and up-to-date.
- Handle customer concerns or complaints with a solutions-oriented mindset.
- Collaborate with field and office teams to ensure a smooth customer journey.
- Meet or exceed KPIs (e.g., booking rate, response time, customer satisfaction).
- Participate in ongoing training sessions and contribute to a culture of continuous improvement.
Qualifications & Skills
- Minimum 12 years of experience in a call center or customer service role; home service industry preferred.
- Proficient in ServiceTitan (or similar field management software).
- Strong knowledge of or willingness to learn Nexstar call handling standards.
- Excellent verbal and written communication skills.
- Friendly, energetic, and confident phone presence.
- Strong attention to detail and ability to multitask in a fast-paced environment.
- Team player with a passion for customer satisfaction.
- Bilingual (English/Spanish) is a plus, but not required.
Why Join the Binsky Team?
- Competitive hourly pay performance bonuses
- Paid training and growth opportunities
- Health, dental, and vision insurance
- 401(k) with company match
- Fun, supportive, and fast-paced work environment
- Opportunity to be part of a respected, growing company that values its people
Ready to become the voice of Binsky Home Service?
Apply today and help us deliver 5-star experiences to every home we serve.
