Customer Service Representative & Inside Sales

Job Description

Job Description

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. T argeting 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.