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)