Customer Service Rep

What You’ll Do

You will serve as the central connection point between our customers, technicians, and internal teams—while also helping generate new opportunities for the business.

Customer Experience (Inbound)

• Answer inbound calls with professionalism, warmth, and urgency
• Create a calm, confident experience for customers—especially in stressful situations
• Schedule service appointments efficiently based on customer needs and technician availability
• Clearly communicate next steps, timelines, and expectations

Outbound Engagement & Growth

• Proactively make outbound calls to:
• Follow up on unsold estimates
• Re-engage past customers for additional services
• Schedule maintenance, tune-ups, and seasonal promotions
• Support marketing campaigns and lead generation efforts
• Identify opportunities to convert inquiries into booked jobs
• Help maximize technician schedules by filling open time slots

Coordination & Support

• Partner closely with dispatch to ensure seamless scheduling and routing
• Support technicians and sales teams with accurate job details and customer information
• Handle follow-up communication to ensure a high level of satisfaction

Problem Solving

• Think on your feet to resolve customer concerns quickly and effectively
• Navigate scheduling challenges and customer needs with sound judgment

Team Contribution

• Contribute ideas to improve processes, conversion rates, and customer experience
• Support a positive, team-first environment

What Success Looks Like

• Customers feel heard, valued, and confident after every interaction
• Strong conversion of inbound and outbound opportunities into booked jobs
• Technician schedules are optimized with minimal gaps
• High customer satisfaction and repeat business
• Consistent demonstration of Ravinia’s core principles