The CSR is the voice and heart of the company, responsible for creating positive first impressions and ensuring smooth customer experiences. This role is critical to converting leads into scheduled appointments, supporting technicians in the field, and maintaining excellent communication with customers and internal teams. You will drive results by maximizing booking opportunities, managing service workflows, and keeping customer satisfaction at the center of everything you do.

Key Responsibilities:
Customer Engagement, Scheduling & Communication
• Answer incoming calls, emails and web inquiries promptly and professionally in real time
• Convert service inquiries and maintenance calls into booked appointments.
• Communicate clearly and effectively with customers regarding service offerings, appointment details, estimates, delays, and follow-ups.
• Maintain a courteous, empathetic, and proactive attitude in every customer interaction.
• Follow up with unscheduled leads, open estimates, and post-service satisfaction calls.
• Manage inbound/outbound communication for service reminders, membership renewals, and customer feedback.

Scheduling & Dispatch Support
• Ensure next-day schedule is 80% full by EOD.
•Book jobs accurately using dispatch software, and communicate schedules with technicians directly using daily huddles and debriefs
• Optimize technician routes for efficiency and priority based on urgency, location, and availability. Fill technician and install scheduling gaps daily. Real time
• Coordinate with field technicians to ensure timely arrivals and job updates closing tickets appropriately by EOD
• Track job status real time and communicate any delays or reschedules to customers and technicians proactively.

Administrative & Operational Support
• Maintain accurate customer records and job notes in CRM.
• Process payments, apply invoices, and manage billing-related questions with accuracy.
• Prepare for and run the daily huddle meeting starting at 7:40 am
• Assist in managing company calendar, time off, and technician availability using the policy manual as the benchmark
• Perform each function to completion of daily tasks
• Perform each function to completion of weekly tasks

Sales & Upsell Contribution
• Educate customers about maintenance plans, and seasonal promotions.
• Track and assist in closing open estimates, follow ups and Job tickets
• Identify upsell opportunities and pass qualified leads to the sales team.

Operational Benchmarks
• Answer 95%+ of inbound calls live.
• Follow up on 100% of open leads and unsold estimates.
• Ensure all job notes and customer records are complete and accurate using debrifs
• Maintain real time communication with field techs to ensure scheduling efficiency.
• Respond to customer emails/voicemails within 30 minutes
• Increase volume of booked appointments, MA’s, and positive online reviews

Required Attitudes and Attributes:
• End Results-Driven: Focused completing all daily and weekly tasks
• Proactive Problem Solver: Does not wait to be told… minimal down time. Leads and takes ownership of the department using SOP and daily tasks for guidance.
• Empathetic Communicator: Listens actively, diffuses frustration, and builds trust.
• Detail-Oriented: Doesn’t let things fall through the cracks—documents everything.
• Team-Oriented: Works directly with field technicians, dispatchers, and managers.
• Calm Under Pressure: Maintains professionalism during peak call times or conflicts.