Customer Service Manager

The Customer Service Representative is the primary point of contact between customers, the schedule, and technicians in the field. This role manages inbound and outbound calls and texts, keeps ServiceTitan records accurate, supports scheduling and dispatch, and follows up on estimates and payments. The role also supports technicians directly during the workday, including pulling job history, contacting customers for approvals, and documenting parts or follow-up needs in real time. Call and message volume varies throughout the day, so the role requires the ability to move between tasks without losing track of details. The person in this seat is often the first and last point of contact a customer has with the company, and accurate records and timely follow-up directly affect scheduling, billing, and customer retention. This is a full-time, in-office position, Monday through Friday, 8:00 am to 5:00 pm, with a one-hour lunch break. Priorities may shift based on field needs. Why Work at Bob Boldt HVAC 401(k) 5 to 7 days PTO Dog-friendly office Consistent Monday through Friday schedule with a full lunch hour Pay grows to $21 to $25 per hour with a couple of years of experience in the role Responsibilities: Manage inbound and outbound customer communication, including calls, texts, appointment confirmations, reminders, and technician on-the-way notifications Maintain accurate ServiceTitan records, including contact information, access and pet notes, and attached documentation and photos Schedule and adjust appointments, including routine maintenance, tune-ups, Comfort Club visits, and cancellations Support technicians in real time, including pulling invoice or estimate history and contacting customers for approvals Follow up on open estimates, unsigned agreements, and outstanding balances, and document customer responses Manage Comfort Club renewals and payment updates, including expired or declined cards Complete end-of-day job closeout checks, confirming payments, notes, and photos are complete, and flag anything unresolved Qualifications: Requirements Strong phone and written communication skills High attention to detail Authorized to work in the United States Able to pass a background check Preferred Qualifications ServiceTitan experience strongly preferred Prior customer service or administrative experience Call center or high-volume phone experience Proficiency with Microsoft Office Compensation: $18 - $21 hourly

• Manage inbound and outbound customer communication, including calls, texts, appointment confirmations, reminders, and technician on-the-way notifications • Maintain accurate ServiceTitan records, including contact information, access and pet notes, and attached documentation and photos • Schedule and adjust appointments, including routine maintenance, tune-ups, Comfort Club visits, and cancellations • Support technicians in real time, including pulling invoice or estimate history and contacting customers for approvals • Follow up on open estimates, unsigned agreements, and outstanding balances, and document customer responses • Manage Comfort Club renewals and payment updates, including expired or declined cards • Complete end-of-day job closeout checks, confirming payments, notes, and photos are complete, and flag anything unresolved