Customer Services Representative

Job Description

Job Description

The Customer Service Representative is the first and most frequent voice of Bruce Mechanical. The role owns the end-to-end customer experience from initial contact through job close — answering inbound calls, booking service appointments, dispatching technicians, and following up to confirm satisfaction. The CSR is responsible for the accuracy of every job record created in ServiceTitan, and for turning every customer interaction into a reason to call Bruce Mechanical again.

This role is the entry point into Bruce Mechanical’s operations team and the direct path to Senior CSR and Dispatch Lead. As the candidate builds product knowledge, dispatch judgment, and customer rapport, scope is expected to expand into mentoring new CSRs and owning higher-complexity scheduling windows.

REPORTING RELATIONSHIPS

• Reports To: Service Manager

• Direct Reports: None

• Collaborates With: Field Technicians, Dispatch Lead, Sales Team, Accounts Receivable / Lien Waiver Specialist, Accounts Payable & Payroll Specialist, Finance & Accounting

REQUIREMENTS

• Education: High school diploma or equivalent required; associate’s degree or coursework in business, communications, or a related field preferred.

• Experience: 1–3 years in a customer-facing or call-center role; experience in a trade, home-services, or field-dispatch environment strongly preferred.

• Systems: Comfortable with CRM or dispatch software; working knowledge of ServiceTitan or similar field-service platforms a plus; proficient in standard office tools (email, shared calendars, basic spreadsheets).

• Skills: Professional phone presence, active listening, accurate data entry, multi-line phone management, ability to prioritize competing demands, and clear written communication.

• Attitude: Customer-first mindset; calm under volume pressure; ownership of outcomes rather than just tasks; motivated by a defined path into dispatch and team leadership.

WORKING CONDITIONS

• Office-based at the Spring shop; in-person role with regular coordination with field technicians and the operations team.

• Standard business hours with occasional early or late shifts to cover the full service window; overtime possible during peak demand seasons.

• Minimal travel; occasional on-site visits to the warehouse or job sites as needed.

• Responsible for the security and confidentiality of customer data and company records.

• Normal office lifting (up to 30 lbs) and office movement requirements.

• Prolonged periods of sitting at a desk and working on a computer and multi-line phone system.

FIVE ESSENTIAL FUNCTIONS

1. Inbound Call Handling & Customer Experience

• Answer all inbound calls promptly, professionally, and warmly — every call is a first impression.

• Gather complete job information (customer details, service address, problem description, equipment type) and enter it accurately into ServiceTitan.

• Set clear expectations on arrival windows, technician identity, and next steps before every call ends.

• Resolve routine customer questions and complaints at first contact; escalate complex or escalating issues to the Service Manager with full context.

2. Scheduling & Dispatch Coordination

• Book and confirm service appointments across the daily and weekly dispatch board, balancing technician skill, territory, and drive time.

• Communicate schedule updates, delays, and technician ETAs to customers proactively — no customer should call to ask where their technician is.

• Coordinate with field technicians to confirm job readiness, parts availability, and any special access or site requirements before dispatch.

• Own the accuracy of the ServiceTitan dispatch board throughout the day; flag gaps, conflicts, and unconfirmed appointments to the Dispatch Lead.

3. Job Record Accuracy (ServiceTitan)

• Create complete, correctly coded job records for every call — customer info, job type, equipment, problem description, and marketing source.

• Follow up on incomplete or mismatched records and correct them before end-of-day close.

• Ensure technician notes, photos, and forms are attached to each job upon completion.

• Support the Finance team by flagging billing discrepancies or missing invoices as they appear in ServiceTitan.

4. Post-Job Follow-Up & Customer Retention

• Complete post-service follow-up calls or texts to confirm customer satisfaction and verify the work met expectations.

• Capture and route customer feedback — positive reviews to marketing, complaints to the Service Manager for resolution.

• Identify and log maintenance agreement opportunities surfaced during calls; route warm leads to the Sales team.

• Maintain up-to-date customer records so every future interaction starts with full context.

5. Office Support & Team Coordination

• Serve as the communications hub between field technicians, management, and customers throughout the service day.

• Support outbound campaigns (maintenance reminders, seasonal tune-up outreach) as directed by the Service Manager.

• Assist with administrative tasks including filing, supply ordering, and inbound email triage as needed.

• Cross-train on dispatch lead functions to provide coverage and build toward the Dispatch Lead career path.

RESPONSIBILITIES

• Own the customer experience from first call to confirmed satisfaction — every time.

• Maintain accurate, complete job records in ServiceTitan without exception.

• Keep the dispatch board current, conflict-free, and communicated to the field.

• Represent Bruce Mechanical’s reputation on every inbound and outbound interaction.

AUTHORITIES

• Schedules and confirms service appointments within parameters set by the Dispatch Lead and Service Manager.

• Resolves routine customer service issues (rescheduling, basic complaints, ETA updates) without escalation.

• Escalates billing disputes, dissatisfied customers, and out-of-scope requests to the Service Manager with full context.

• Recommends process improvements to call scripts, scheduling logic, or follow-up cadence to the Service Manager.

• Holds job records that are incomplete or inaccurately coded and routes them for correction before close.

DUTIES & TASKS

Daily

• Answer and log all inbound service calls; create complete job records in ServiceTitan.

• Confirm and communicate technician arrival windows for the day’s appointments.

• Monitor the dispatch board for gaps, delays, and unconfirmed jobs; update in real time.

• Complete post-job satisfaction calls for closed work orders.

• Clear any incomplete job records before end-of-day.

Weekly

• Review open and pending job records for follow-up or closure.

• Run outbound maintenance reminder and seasonal outreach calls as directed.

• Audit the week’s call log for missed contacts or unbooked opportunities.

• Update customer contact records with any changes captured during the week.

Monthly

• Review customer satisfaction feedback with the Service Manager.

• Report on call volume, booking conversion, and follow-up completion rates.

• Identify recurring complaint themes and raise process improvement suggestions.

• Participate in CSR team performance review and training session.

Quarterly

• Complete a ServiceTitan data hygiene audit — duplicate records, stale equipment info, missing marketing sources.

• Review and refresh call scripts and objection-handling guides with the Service Manager.

• Assess progress against the Senior CSR / Dispatch Lead career path milestones.

Annual

• Participate in annual performance review; document scope expansion and authority growth.

• Complete required compliance and safety training.

• Support onboarding and cross-training of any new CSR hires.

MEASURES OF PERFORMANCE

• Call answer rate: 95%+ of inbound calls answered within 3 rings; voicemail returns within 2 hours.

• Booking accuracy: 100% of jobs created with complete customer info, job type, and equipment data; zero records held at end-of-day.

• Customer satisfaction: 4.5+ average on post-service follow-up surveys.

• Dispatch board accuracy: ServiceTitan dispatch board current and conflict-free throughout the service day.

• Follow-up completion: 100% of closed work orders receive a post-job satisfaction contact within 24 hours.

• Career path progression: Documented advancement toward Senior CSR milestones at each performance review.

COMMITMENT

I commit to being the professional, dependable voice of Bruce Mechanical for every customer who calls. I will own the accuracy of every job record I create, communicate proactively so no customer is left wondering, and build the dispatch knowledge and customer instincts to grow into a senior role on the operations team.

Great company to work with.

Company Description

Great company to work with.