After Hours CSR

Remote, Worldwide

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...