Customer Service Representative

Benefits:

Bonus based on performance

Competitive salary

Opportunity for advancement

Profit sharing

Training & development

The Customer Service Representative / Inside Sales plays a mission-critical role in driving company growth by rapidly responding to inbound leads and booking high-quality appointments. This role blends customer service excellence with inside sales performance, requiring speed, accuracy, and persuasive communication. The ideal candidate thrives in a fast-paced environment, is highly organized, and is passionate about delivering outstanding service while converting interest into sales opportunities through ServiceTitan.

Key Responsibilities and Duties:

1. Speed-to-Lead Appointment Booking

Respond immediately to all inbound leads via phone, web inquiries, email, and chat. Targeting engagement within 5 minutes of lead creation.

Convert leads into confirmed appointments using urgency, product knowledge, and active listening.

Prioritize and follow up on leads that haven’t yet booked, ensuring no opportunity is missed.

Leverage scripts and objection-handling techniques to increase appointment conversion rates.

Maintain full calendar coverage by proactively filling empty time slots and rescheduling cancellations.

1. Customer Interaction & Relationship Building

Serve as the first point of contact for potential and existing customers, delivering warm, professional, and effective communication.

Understand customer needs and pain points to create value in the service offering.

Build trust and rapport with homeowners through active listening and clear, concise explanations.

Proactively follow up on past customers, incomplete jobs, or no-shows to re-engage and rebook.

1. ServiceTitan Platform Utilization

Accurately enter customer data, service notes, job details, and scheduling into ServiceTitan in real-time.

Use the dispatch board to assign field technicians efficiently, optimizing routes and availability.

Monitor technician statuses, job updates, and reschedules directly within the platform.

Maintain a high degree of software accuracy to ensure seamless field and office coordination.

1. Sales Collaboration & Revenue Growth

Work closely with outside sales reps and field managers to align appointment volume with sales targets.

Relay qualified lead details and customer expectations clearly to the sales team to improve close rates.

Participate in team huddles and planning meetings to share feedback and opportunities from customer interactions.

Support rehash efforts by contacting previously quoted or inactive leads to revive interest and set new appointments.

1. Performance Monitoring & Continuous Improvement

Track and report on daily/weekly KPIs such as:

Lead response time

Appointments booked

Conversion percentage

No-show/cancellation rates

Consistently meet or exceed call handling, appointment setting, and sales contribution goals.

Participate in regular coaching and feedback sessions focused on improving call performance and conversion.

Record and review call quality, updating scripts and pitch methods based on real customer responses.

1. Workflow Optimization & Team Development

Stay current on ServiceTitan updates and provide input on how new tools or workflows can improve operations.

Assist teammates with training or troubleshooting within the platform when needed.

Contribute ideas to improve customer experience and streamline lead-to-sale handoff processes.

Help maintain a culture of accountability, positivity, and team success.

Ideal Candidate Profile: The successful candidate will exemplify the following qualities:

Results-Driven Urgency, always acting fast on leads and striving for maximum conversion.

ServiceTitan Proficiency, or willingness to master it quickly.

Inside Sales Mindset, with a natural ability to influence, persuade, and close.

Empathetic Communicator, skilled in balancing customer care with business outcomes.

Organized Multitasker, able to handle multiple conversations, systems, and schedules simultaneously.

Team Player with high standards.

Coachable, open to feedback and motivated to improve daily.