Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to join our team in Madison, Wisconsin. This Long-term Contract position is ideal for someone who enjoys helping customers, managing appointment scheduling, and creating a positive experience from the first interaction through post-service follow-up. In this role, you will support inbound inquiries, coordinate service visits, and maintain accurate records while working closely with internal team members to keep daily operations running smoothly.

Responsibilities:
• Respond to incoming phone calls and online inquiries with professionalism, empathy, and a strong sense of urgency.
• Turn customer inquiries into scheduled service appointments by identifying needs, asking thoughtful questions, and recommending the appropriate service options.
• Collect complete and accurate service details, including customer concerns, access information, prior history, and other relevant notes for the field team.
• Conduct post-service follow-up with customers to confirm satisfaction, address concerns, and help strengthen ongoing customer relationships.
• Reach out to membership customers to arrange routine maintenance visits and keep recurring service schedules on track.
• Maintain detailed and up-to-date customer records, communication notes, and appointment information within the company system.
• Partner with dispatch and other team members to communicate scheduling details, support appointment changes, and assist during busy periods.
• Help optimize the schedule by filling open time slots with waitlisted customers, maintenance visits, or other pending appointments.
• Provide additional administrative support such as data entry, outreach tasks, and team coordination as business needs require.• Strong customer service skills with the ability to remain calm, courteous, and solution-oriented in a fast-paced environment.
• Excellent verbal communication and active listening skills, with close attention to detail when documenting customer information.
• Ability to manage multiple calls, follow-up activities, and scheduling tasks efficiently without sacrificing accuracy.
• Dependable and organized approach to work, with a consistent commitment to completing assigned follow-up and service coordination tasks.
• High school diploma or equivalent.
• Experience handling inbound and outbound customer communications, appointment booking, or related service coordination work.
• Comfortable working collaboratively with dispatch, leadership, and other team members to support daily operations.
• Familiarity with ServiceTitan or similar field service software is preferred.