Customer Engagement Representative

Job Description

Job Description

Who We Are

Trenchless Today is a growing pipe rehabilitation company specializing in innovative infrastructure repair. We believe growth is about more than numbers—it’s about creating opportunities, developing our people, and continuously improving how we serve our customers.

Over the past several years, we’ve expanded our reach, refined our processes, and welcomed top talent, all while staying true to our core values. As we continue to grow, we’re looking for motivated, customer-focused professionals who want to build a career—not just take a job—and play an active role in shaping our future.

About the Role

As a Customer Engagement Representative, you are the voice of Trenchless Today and the first point of contact for our customers. This role goes beyond traditional customer service—you’ll build trust, educate customers about our services, and convert inbound inquiries into scheduled service appointments.

This position is ideal for someone who thrives on phone-based interaction, takes pride in providing an exceptional customer experience, and understands how strong communication directly impacts business success.

You’ll Thrive Here If You:

• Take ownership and initiative—you identify issues and help solve them

• Enjoy helping people and building rapport over the phone

• Are reliable, ethical, and accountable in your work

• Stay organized, manage time well, and adapt quickly

• Are motivated by turning inquiries into scheduled service

• Work well in a fast-paced, team-oriented environment

This Role May Not Be the Right Fit If:

• You prefer quiet, isolated work with minimal interaction

• You are uncomfortable using multiple digital tools and systems

• You prefer rigid tasks with little flexibility or accountability

What You’ll Do:

• Handle inbound and outbound calls with professionalism and empathy

• Get the day started with positivity and enthusiasm as you dispatch each crew member

• Engage customers by identifying their needs and explaining appropriate service options

• Schedule service appointments accurately and efficiently

• Build strong, trust-based relationships through clear and confident communication

• Document customer interactions thoroughly using internal systems

• Meet or exceed performance metrics, including appointment conversion and call handling goals

• Collaborate with team members to improve customer experience and operational efficiency

• Adapt to changing priorities and customer needs throughout the day

What Success Looks Like in This Role:

• Customers feel heard, informed, and confident in choosing Trenchless Today

• Crew members are dispatched in a timely manner with enthusiasm and positivity

• Consistent achievement of scheduling and performance targets

• Accurate documentation and follow-through

• Positive feedback from customers and internal teams

• Dependable attendance and schedule adherence

What We’re Looking For:

• Friendly, respectful, and professional communication style

• At least 1 year of customer service, call center, or phone-based sales experience

• Strong phone presence with excellent listening skills

• Comfort navigating computer systems and learning new software quickly

• Ability to type at least 40 WPM

• Strong written and verbal communication skills

• Solid reading comprehension and basic math ability

• Ability to multitask and work with diverse customer personalities

• Work shift is 6:00 AM – 2:30 PM or 11:00 AM - 8:00 PM

• Willingness to assist with additional tasks as business needs evolve

• Ability to pass a pre-employment drug test and background check

• Must be legally authorized to work in the United States

Perks & Benefits:

• Employer-paid Medical, Dental, and Vision Insurance

• 401(k) with company match

• Paid Time Off

• Growth and promotion opportunities

• Company swag and team bonding events

If you’re energized by helping customers, enjoy meaningful phone conversations, and want to grow with a company that values integrity, hustle, and heart—we’d love to hear from you.

Apply today and become part of the Trenchless Today team.