Customer Service Representative

Job Summary

The Customer Service Representative (CSR) is a critical component of Crown’s daily operations. This position requires an organized professional who can handle high-volume inbound customer calls with empathy and efficiency. In addition to answering calls and handling customer concerns, this role takes a highly proactive approach to revenue retention and schedule accuracy —managing the maintenance calendar, following up on mailed renewal letters, reaching out for unscheduled maintenance visits, booking return trips, and auditing schedules in advance to eliminate errors before they happen.

Essential Duties & Responsibilities

1. Live Call Handling & Customer Service

● Inbound Call Response: Answer incoming calls promptly and professionally, utilizing Crown’s standard greetings and hold etiquette protocols to assist customers.

● Problem Resolution: Schedule service and repair requests, accurately answer pricing questions, and handle customer concerns with an empathetic, solutions-oriented approach.

● Data Integrity: Fully document customer requests, equipment history notes, and accurate billing profiles directly within ServiceTitan.

2. Membership & Pipeline Management (CCC)

● Maintenance Calendar Management: Keep up with the seasonal maintenance calendar to ensure a steady, balanced flow of Heating and Cooling tune-ups for existing Crown Comfort Club (CCC) members.

● Unscheduled & Unused Maintenance Outreach: Track and follow up with CCC members who have unscheduled or unused maintenance visits remaining on their accounts, proactively reaching out to get them on the books.

● Renewal Letters Follow-Up: Systematically follow up with club members who have been mailed membership renewal letters to secure their continued enrollment.

● Renewals & New CCC Collections: Contact customers to secure payment for approved process membership renewal dues and new Crown Comfort Clubs.

3. Service Logistics & Schedule Auditing (Back Up)

● Proactive Schedule Reviews: Audit the dispatch schedule days in advance during windows of lower call volume. Identify and correct mismatches, routing errors, or missing paperwork before the appointment date.

● Return Trips: Take ownership of booking recall visits, follow-ups, and return trips for parts installations, ensuring seamless coordination between the parts team, the customer, and the technician.

● Dispatch Support: Actively monitor the dispatch board and step in to assist or provide backup dispatching duties as needed to route, track, and support field technicians.

Pay: $18.00 - $20.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person