Customer Service Representative

The Voice of Garage Headquarters

When a homeowner's garage door won't open on a Monday morning — or a warehouse dock door goes down mid-shift — we're the people they call. Garage Headquarters installs, repairs, and maintains garage and overhead doors for both residential and commercial customers, and our Customer Service Representative is the first voice every one of those customers hears.

This is a phone-forward role, and we won't pretend otherwise: you'll spend your day on inbound calls, emails, and messages. There's real structure behind it — call queues, scripts and talk tracks to work from, and performance metrics we track — because that's what keeps a busy service board running. What sets us apart is what happens inside that structure: you're trusted to have a real conversation, understand what the customer actually needs, and own it until it's handled, not just move to the next call.

What You'll Do

• Be the first point of contact for every customer who calls, emails, or messages us — homeowners, property managers, contractors, and business accounts alike — and make that first impression a good one.
• Listen, diagnose, and set expectations: figure out whether a customer needs a repair, a new door, or just a straight answer — and recognize when a commercial account needs same-day priority.
• Book service appointments and capture complete, accurate job details, then hand off cleanly to the dispatch team so the right tech gets the right information.
• Walk customers through products, service options, and pricing in plain language, with no surprises on the invoice.
• Take ownership of complaints and hiccups — a rescheduled tech, a part on backorder — and follow through until the customer is satisfied.
• Keep customer records, service history, and notes clean and current in ServiceTitan so the next person has the full picture.
• Follow up after service to confirm the job was done right and the customer would call us again.
• Answer billing and payment questions with patience and accuracy.
• Partner with dispatch, the Operations Manager, and the sales and install teams so nothing falls between the cracks.
• Pitch in on administrative tasks and daily reporting as the day allows.

What You Bring

• 2+ years of customer service experience — home services, trades, or commercial/B2B service accounts is ideal.
• A warm, confident phone presence and the ability to build rapport in the first thirty seconds.
• Clear, professional written and verbal communication with customers and coworkers alike.
• Genuine problem-solving instincts and the composure to think on your feet when a day goes sideways.
• Strong organization — you can juggle several open issues without letting a detail slip.
• Comfort with Microsoft Office (Word, Excel, Outlook) and CRM or scheduling software, plus the willingness to learn new tools quickly.
• High school diploma or equivalent.
• Authorization to work in the United States.

Nice to Have

• Hands-on experience with ServiceTitan.
• Background in garage doors, home improvement, or the trades.
• An associate's degree or relevant certification.

Compensation & Benefits
We offer a competitive compensation, paid holidays, paid time off (PTO), 401k with company match, health, dental and life insurance.

EEO Statement:
Our company is an Equal Opportunity Employer and complies with ADA regulations as applicable. The Company is committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected law.

Pay: $23.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: In person