Customer Service - Representative

Customer Service Representative

Beginning in 1947 with just one man, Del Beutler, Villara has been offering innovative products and services and outstanding customer service for more than seven decades all thanks to the people that work here. We fulfill our mission by recruiting, training, promoting and rewarding an incredible team of individuals whose commitment to creating and developing peerless products and services allows our business to flourish. We know we can rely on Villara's values and guiding principles and we benefit from Villara's commitment to our on-going professional and personal development.

We believe in Building PeopleBuilding TrustBuilding Dreams.

Position Overview

The Customer Service Representative (CSR) is the first point of contact for customers and builders, handling heavy telephone and email traffic with professionalism and urgency. This role ensures accurate scheduling, superior communication, and proactive customer engagement that reflects Villara's commitment to service excellence. A successful CSR is energetic, proactive, reliable, and passionate about creating outstanding customer experiences.

Technical Responsibilities of the Job

Create, update, and manage customer and builder work orders in ServiceTitan with accuracy and attention to detail.

Book, reschedule, and confirm appointments for service and installation with appropriate time allotments.

Support field technicians and supervisors by ensuring up-to-date work order information and clear communication.

Handle a high volume of inbound and outbound calls, emails, and web inquiries.

Provide consistent, professional communication with internal and external customers.

Make outbound "happy calls" to confirm satisfaction and educate customers on available programs or promotions.

Identify customer needs and proactively offer promotional items, extended warranties, or membership opportunities.

Resolve customer issues to mutual satisfaction, escalating as needed while maintaining professionalism.

Maintain Lean work area standards and contribute to process improvements.

Other duties as assigned.

Behavioral Responsibilities of the Job

Exhibit exceptional communication, empathy, and professionalism in all interactions.

Demonstrate initiative and self-leadership take ownership of results without waiting for direction.

Manage multiple priorities efficiently while maintaining composure and accuracy.

Maintain a positive, team-oriented mindset and contribute to a supportive work environment.

Embrace feedback, learning, and growth opportunities.

Show enthusiasm for promoting Villara's mission and representing the brand.

Display resilience and confidence when handling customer rejections or difficult calls.

Be punctual, reliable, and accountable for personal performance.

Leadership Responsibilities

Lead by example through professionalism, integrity, and accountability.

Support peers by sharing knowledge and best practices.

Actively participate in continuous improvement and Lean initiatives.

Seek to exceed expectations go beyond what is asked to ensure team success.

Training/Certification

Minimum of 1 year in a customer service or administrative role

Typing 45+ WPM

Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint

Familiarity with ServiceTitan or similar dispatch/scheduling software preferred

Demonstrated customer service and persuasive communication skills

Education

High School Diploma or GED

Villara Corporation is an equal opportunity employer. In compliance with all Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sex stereotype, gender, transgender, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, sexual orientation, military or veterans status or any other legally protected status. We are prepared to make reasonable accommodation, as necessary, per the Americans with Disabilities Act for our application and interview process. If you require accommodation, please notify Human Resources. Villara Corporation conducts drug testing in accordance with our "Zero Tolerance" drug policy. Villara Corporation is an "At-Will" employer as defined by the California Labor Code.