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)