CSR

CSR Mr. Electric of Clark County Vancouver, Washington, United States About this position About Mr. Electric of Clark County Mr. Electric of the Pacific Northwest has proudly served our communities for more than 20 years. As a veteran-owned Neighborly franchise and one of the top-performing Mr. Electric locations in the country, we are committed to delivering a premium, five-star experience to every customer we serve. We are a growth-minded company that believes our success begins with our people. We work hard to create opportunities for every team member to develop professionally, reach personal goals, and build a meaningful career—while still protecting a healthy work-life balance. Our core values are the foundation of everything we do. We strive to Live R.I.C.H. by demonstrating Respect, Integrity, Customer Focus, and Having Fun in the Process. These values shape how we serve our customers, support one another, and grow as a team. As we continue expanding, we are looking for the next rock stars who want to grow with us, contribute to a winning culture, and help us continue raising the standard for electrical service throughout the Pacific Northwest. Customer Service Representative (CSR) Position Summary The Customer Service team is the heart of the business and a central part of the Mr. Electric customer and field experience. Just as the heart keeps blood moving throughout the body, the CSR helps keep customers, Service Professionals, information, communication, and operational activity moving throughout the business. The CSR connects the customer to Mr. Electric, supports the field team throughout the service journey, and helps ensure the right information reaches the right people and systems at the right time. The purpose of this role is to create a five-star customer journey from the first interaction through completion of the opportunity while helping the field team stay informed, supported, and productive. CSRs answer and make customer calls, respond quickly to new opportunities, book qualified customers, maintain accurate information in ServiceTitan, support Service Professionals in the field, assist with Live Close, provide backup dispatch coverage, and manage assigned administrative, reporting, automation, and AI-supported workflows. Role Mission Create an exceptional customer experience while helping the entire service operation run smoothly. The CSR is responsible for taking excellent care of customers, maximizing qualified booking opportunities, supporting the field team, maintaining accurate operational information, and helping ensure the right information reaches the right people and systems throughout the business. Primary Responsibilities A. Live R.I.C.H. Represent Mr. Electric's Live R.I.C.H. values — Respect, Integrity, Customer Focus, and Having Fun — in every customer, Service Professional, and team interaction. Treat people with professionalism and respect, communicate honestly, take ownership of the customer experience, follow through on commitments, and contribute to a positive team environment. B. Customer Experience & Opportunity Booking Provide warm, professional, and confident customer service through inbound and outbound calls, text messages, email, and other approved communication channels. Understand the customer's needs, ask the appropriate questions, accurately identify the opportunity, explain the Mr. Electric service experience, overcome reasonable objections, and confidently guide qualified customers toward scheduling service. Maintain an 85% or greater qualified booking rate while minimizing avoidable cancellations and reschedules . Use approved Mr. Electric language, scripts, policies, and service standards while keeping each interaction natural, helpful, and focused on providing a five-star customer experience. C. Speed to Lead & Follow-Up Respond quickly to new customer opportunities from phone calls, web forms, marketing sources, lead services, missed calls, callbacks, and other assigned sources. Speed to Lead is a core responsibility of the position. New opportunities must be addressed quickly so customers receive assistance while their need and interest are highest. Complete required phone, text, email, and system follow-up when customers cannot initially be reached or have not yet scheduled. Maintain appropriate follow-up on open estimates, customer requests, and other assigned opportunities so potential business does not disappear because of slow response or lack of follow-through. Create and maintain complete, accurate customer and opportunity records in ServiceTitan. Document customer needs, contact information, service location, scheduling information, safety concerns, access instructions, communication history, and all other required details. Notes must be clear enough that another CSR, Dispatcher, Service Professional, or manager can quickly understand what has happened and what needs to happen next. Accurate documentation is a core responsibility because information entered by the CSR may be used throughout the customer journey, field operation, reporting, automation, and other company systems. E. Field & Service Professional Support Serve as an office resource for Service Professionals throughout the workday. Assist with customer communication, appointment information, scheduling questions, ServiceTitan information, documentation, and other authorized administrative support that allows Service Professionals to remain focused on serving customers. Participate in Live Close when assigned. Live Close is the process in which a Service Professional contacts the Customer Service team before completing an opportunity. The CSR walks through the required closeout process with the Service Professional to confirm that the full customer service system has been executed, that the customer received the expected five-star service experience, and that all required information has been captured accurately. The CSR documents or routes the information collected during Live Close into the appropriate company systems and identifies anything that requires additional follow-up or escalation. F. Customer Recovery & Escalation Recognize and appropriately respond to customer dissatisfaction, complaints, safety concerns, scheduling problems, warranty questions, unusual requests, or situations outside normal CSR authority. Remain calm, listen carefully, gather the necessary information, document the situation accurately, and work toward an appropriate resolution within company guidelines. Escalate issues to the appropriate leader when additional authority, operational support, or customer recovery is required. Do not make commitments outside established authority or company policy. Work closely with Dispatch to understand field capacity, customer commitments, geography, urgency, opportunity value, and Service Professional availability. Learn the dispatch function and maintain the ability to provide reliable backup coverage when the primary Dispatcher is unavailable or additional support is required. When providing dispatch coverage, maintain an organized dispatch board, communicate clearly with customers and Service Professionals, and make scheduling and routing decisions according to established company procedures. The CSR must understand how decisions made during booking affect the dispatch board and field operation later in the day. H. Administrative, Reporting, Automation & AI Support Complete assigned administrative tasks, reports, audits, data-entry responsibilities, and recurring operational workflows accurately and on time. Manage assigned automation and AI-supported processes used by the Customer Service team. This may include reviewing system-generated information, verifying that workflows completed correctly, correcting inaccurate or incomplete information, managing exceptions, and escalating failures when necessary. Help ensure information originating from customers, Service Professionals, ServiceTitan, and other company systems is accurately captured and routed to the appropriate reports, workflows, systems, or team members. The CSR provides the human oversight needed to make sure automated processes are working correctly and that the information moving through the business is reliable. Required Qualifications A high school diploma or equivalent is required. Previous customer service, call center, administrative, scheduling, hospitality, sales, or service‑industry experience is preferred. The successful candidate must be comfortable communicating with customers by phone, working across multiple computer systems, documenting information accurately, learning new technology, and managing changing priorities in a fast-moving service environment. Experience with ServiceTitan or similar field‑service software is helpful but not required when the candidate demonstrates strong technical aptitude and a willingness to learn. Core Competencies Customer Focus: Genuinely enjoys helping people and understands that excellent service requires empathy, confidence, accuracy, communication, and follow-through. Communication: Communicates clearly and professionally with customers, Service Professionals, coworkers, and leadership. Sales & Opportunity Mindset: Understands that helping customers confidently take the next appropriate step is part of excellent customer service. Accuracy & Attention to Detail: Recognizes that information entered into company systems affects customers, scheduling, field execution, reporting, automation, and business decisions. Prioritization: Effectively manages incoming calls, new leads, Service Professional requests, follow-up, administrative responsibilities, and changing operational priorities. Problem Solving: Looks for the appropriate next action, takes ownership when possible, and knows when an issue requires escalation. Teamwork: Understands that CSR, Dispatch, and the field operate as one interconnected service team and actively helps the entire operation succeed. Technology & Adaptability: Comfortable learning ServiceTitan, communication platforms, reporting tools, automation, AI-enabled systems, and new workflows as the business evolves. Growth Mindset: Accepts coaching, learns from mistakes, participates in training, and continually develops greater capability and responsibility. Additional Responsibilities This job description represents the primary responsibilities of the position but is not an exhaustive list of every task. As the company grows, systems improve, and customer needs change, the CSR may be assigned additional responsibilities that reasonably support the Customer Service team and overall business operation. #J-18808-Ljbffr Mr. Electric of Clark County