Customer Service Representative

Colt Home Services is a plumbing and home energy services company serving Massachusetts homeowners. We’re looking for a reliable, friendly virtual assistant to answer customer calls, turn inquiries into booked appointments, and keep our customer records accurate and organized.

Position Details

• Location: Remote
• Hours: 40 hours per week during U.S. Eastern Time business hours
• Pay: $5-$10 depending on experience
• Language: Fluent spoken and written English is required

What You’ll Do

• Answer inbound calls from new and existing customers promptly and professionally.
• Answer customer questions and turn inquiries into booked appointments.
• Gather job details, including the issue, urgency, service address, and contact information.
• Schedule appointments and update customer records in ServiceTitan.
• Maintain accurate job details and call notes.
• Recognize urgent calls, such as leaks, no hot water, and sewer backups, and follow our escalation process.
• Return missed calls and voicemails promptly.
• Confirm appointments and coordinate rescheduling.
• Communicate important customer and job details to our dispatch and office teams.

What We’re Looking For

• Fluent spoken and written English is required.
• Proven experience converting customer inquiries into booked appointments is required.
• Previous customer service, call center, or dispatch experience.
• Confidence answering customer questions, addressing concerns, and asking for the booking.
• A friendly, calm, professional phone manner, including when assisting frustrated customers.
• Strong attention to detail and dependable follow-through.
• Comfort learning new software and following established processes.
• A quiet workspace, headset, and reliable high-speed internet.
• Availability to work 40 hours per week during U.S. Eastern Time business hours.