After Hours CSR

As a Nights & Weekends CSR, you’ll be the voice of our clients during their off-hours—answering calls, responding to web leads, and scheduling appointments using ServiceTitan. Your role requires exceptional communication skills, professionalism, and empathy, ensuring a positive customer experience. With an upbeat attitude and persuasive approach, you will effectively secure booked appointments while delivering excellent service.

Position Responsibilities:

• Engage callers in a natural, friendly conversation while accurately collecting and inputting lead information into the client’s CRM.
• Follow account-specific instructions including scripted verbiage, appointment scheduling and call dispatch procedures
• Identify and escalate issues accordingly
• Adjust communication style for each call, conveying confidence and empathy where appropriate
• Meet productivity goals
• Maintain call control while providing exceptional customer service
• Manage and record call outcomes appropriately, honestly, and accurately

Position Requirements

• 2+ years of experience in a high-volume virtual call center required
• 1+ years of experience in a customer-facing role for HVAC/Plumbing or Electrical contractors required
• Ability to type 30 wpm with 94% accuracy
• Ability to read, write and speak English fluently
• Excellent written and verbal communications skills, specifically spelling and grammar
• Ability to handle a high-volume of callers in a virtual environment
• Experience managing both inbound and outbound call types
• Experience with initiating outbound calls and appointment scheduling, while ensuring a seamless and efficient customer experience
• Applicants must be willing to undergo and successfully pass a criminal background check.

Technology Requirements:

• Desktop or Laptop with either a Windows (8gb RAM) or Mac Operating System.
• Webcam, speakers and a second monitor.
• High-Speed Internet with a wired ethernet connection and highspeed connection.
• Internet connection type: Fiber or Cable internet service provider (Satellite, DSL & WiFi are NOT supported)
• High speed internet (at least 10 Mb upload and at least 50 Mb download)
• Capability to directly connect into your router/modem with an ethernet cable (ethernet cable will be provided if needed)