Locksmith Customer Service Representative

Job Description

Job Description

Job Overview: We are looking for a dedicated and detail-oriented Customer Service Representative to join our team. In this role, you will primarily focus on answering inbound customer calls, providing excellent service, and setting up jobs in ServiceTitan, our service management software. The ideal candidate will be a strong communicator, have great problem-solving abilities, and be comfortable navigating software to schedule and manage service requests.

Key Responsibilities:

• Answer inbound customer calls promptly and professionally, providing support for service inquiries, job scheduling, and general customer questions.
• Use ServiceTitan to accurately set up, schedule, and assign jobs for technicians based on customer needs and availability.
• Gather relevant customer information (e.g., name, address, issue details) and input it into Service Titan to create new service requests.
• Assist customers with troubleshooting basic issues over the phone, offering helpful guidance or escalating to the appropriate department when necessary.
• Provide customers with job estimates, updates, and detailed information about service timelines and technician availability.
• Follow up on service calls to ensure customer satisfaction and to address any concerns changes in service requirements.
• Communicate effectively with field technicians to ensure all necessary job details are correctly relayed and all customer expectations are met.
• Update job statuses, customer records, and relevant notes in ServiceTitan to keep track of work completed and customer interactions.
• Ensure that all customer queries are handled professionally, with an emphasis on providing a positive experience throughout the interaction.
• Resolve any scheduling conflicts, delays, or job issues by coordinating with the team and informing customers of updates. Assist with general administrative tasks as needed, including filing, documentation, and reporting.

Requirements:

• High school diploma or equivalent (some college or certifications are a plus). Proven experience in customer service, with a focus on phone support or call center experience.
• Proficiency in ServiceTitan or similar service management software is highly preferred (training may be provided).
• Strong communication skills, both verbal and written.
• Ability to multitask, prioritize, and handle high call volumes effectively.
• Excellent problem-solving skills and attention to detail. Strong customer orientation and the ability to handle complaints and difficult situations with professionalism.
• Comfortable with technology and able to quickly learn new software tools and systems. Ability to work efficiently in a fast-paced environment.
• Flexibility in working hours, including weekends or holidays as required.

Preferred Skills: Previous experience working with ServiceTitan or similar scheduling software. Experience in home service industries (plumbing, HVAC, electrical, etc.).