Customer Service Representative (CSR) Call Intake & Scheduling

Customer Service Representative (CSR) Call Intake & Scheduling

Overhead Door Company of Denver Denver, CO

Full-time | On-site

About Us

Overhead Door Company of Denver is a locally owned leader in commercial and residential garage door sales, service, and installation. We take pride in responsive, high-quality customer service and strong, long-term relationships with our customers and contractors. We're looking for a

Customer Service Representative (CSR)

to own our call intake process making sure every call is answered, every request is booked, and nothing falls through the cracks.

What You'll Do:

• Answer incoming phone calls from residential and commercial customers in a professional, friendly manner.
• Serve as the first point of contact and create a positive experience on every call.
• Use ServiceTitan to:
  • Create and book service requests.
  • Schedule calls onto the calendars of department managers, salespeople, and technicians.
  • Capture accurate customer information, job details, and notes.
• Triage calls and route them to the appropriate department (commercial, residential, service, sales).
• Monitor open jobs, follow up on pending items, and help ensure timely responses.
• Communicate with customers via phone and email regarding appointment times, confirmations, and updates.
• Work closely with dispatchers, technicians, and managers to keep the schedule full, organized, and efficient.
• Take ownership of customer requests from first contact through successful handoff.

What We're Looking For:

• Prior customer service experience using ServiceTitan.
• Strong verbal and written communication skills.
• Comfortable working in a fast-paced environment with frequent phone calls.
• Highly organized, detail-oriented, and dependable.
• Ability to stay calm, courteous, and solution-focused with customers.
• Team player who takes ownership and follows through.
• High school diploma or equivalent required.

Schedule:

• Full-time, MondayFriday.
• Daytime business hours (7:30-4:00).
• Occasional flexibility may be required based on business needs.

Compensation & Benefits:

• Competitive hourly pay ($25-$30).
• Eligibility for overtime as needed.
• Benefits package (health, PTO, 401k).
• Paid training and opportunities for growth within the company.