Customer Service Specialist

Job Description

Job Description

The Customer Support Specialist is responsible for providing excellent customer service by managing communications, scheduling appointments, coordinating permit applications, and supporting administrative functions. This role ensures efficient operations by maintaining clear communication between customers, vendors, and internal teams while supporting the company's operational and financial goals. Previous experience using Service Titan is preferable!

Duties/Responsibilities:

· Customer Communication:

o Serve as the first point of contact for customers, vendors, and field staff.

o Provide excellent customer support via phone, email, and in-person interactions.

o Coordinate communication between customers, vendors, and operations/production to ensure timely project completion.

o Reply and schedule appointments/estimates from website inquiries, marketing campaigns and/or technician requests.

· Scheduling:

o Work with operations on projection of future new construction projects.

o Book jobs according to Standard Operating Procedures (SOP).

o Schedule between customers, vendors and follow up on return trips as needed.

o Provide updates throughout the day.

· Coordination & Administrative Support:

o Maintain organized records of project documentation and communications.

o Assist with administrative duties as needed to support office operations.

o Take payments over the phone and make occasional calls to collect payment.

o Perform other related duties as assigned.

Required Skills/Abilities:

· Excellent verbal and written communication skills.

· Strong organizational skills and attention to detail.

· Ability to work independently and as part of a team.

· Proficiency in Microsoft Office Suite and scheduling software.

· Experience with Service Titan

· Ability to handle multiple tasks efficiently in a fast-paced environment.

Measurements of Performance:

· Timeliness and accuracy in scheduling appointments and jobs.

· Customer satisfaction ratings based on feedback and follow-ups.

· Accuracy in maintaining records and documentation.

Education and Experience:

· High school diploma or equivalent required.

· Previous experience in customer service, scheduling, or administrative support preferred.

· Experience in the electrical contracting or construction industry is a plus.

· Experience using Service Titan is a big plus.

Physical Requirements:

· Prolonged periods sitting at a desk and working on a computer.

· Must be able to lift up to 25 pounds at times.