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hace 2 semanas
This is a remote position.
Monday - Friday, 11am - 8pm PST (Two 30-minute unpaid breaks)*Subject to adjustment after review
Position Summary
The CSR & Appointment Setter serves as the first point of contact for customers and supports scheduling of service calls for our HVAC field personnel. In addition, the role requires proficiency in lead management, communication platforms, CRM systems, FSM, and project management tools. Flexibility, strong communication, organizational, and problem-solving skills are required to provide exceptional customer service and maintain efficient scheduling of resources.
Customer Service & Lead Management
Respond to and follow up on leads from various platforms to convert them into appointments (Yelp, Thumbtack, Networx, Mitsubishi, UpFrogWork, email, etc.).
Handle inbound calls, emails, and online inquiries professionally and courteously.
Gather detailed customer information regarding HVAC service requests, repairs, and maintenance.
Schedule, prioritize, and assign service and sales calls to field technicians based on urgency, location, and skillset.
Follow up with customers to confirm appointments, verify satisfaction, and schedule future maintenance.
Handle escalated customer concerns and resolve scheduling conflicts efficiently and professionally.
Work in ServiceTitan to schedule, manage, and update appointments and service orders.
Perform daily clean-up and management in Hatch, including classifying, archiving, and reassigning messages.
Use ClickUp to manage tasks, communicate with office staff, and complete assigned projects.
Support the service team with administrative tasks such as billing, parts ordering, and warranty tracking.
Respond to client reviews and maintain a positive customer experience.
Assist executives with tasks including email management, meeting organization, project support, and posting content on various platforms.
Classify calls, verify lead sources, and transfer files/photos from Sera into ServiceTitan.
Perform other duties as assigned to support the team and ensure operational efficiency.
Prior experience with ServiceTitan and CSR responsibilities required.
Ability to handle customer communications, including booking appointments, responding to inquiries, and escalating when necessary.
Appointment setting or sales experience a plus
Familiarity with Hatch or willingness to quickly learn the platform for communication management.
Experience with ClickUp preferred; must have ability to quickly learn project and task management tools.
Strong verbal and written communication skills.
Ability to multitask, stay organized, and manage shifting priorities.
Proficiency in office software, scheduling tools, and operational platforms.
Customer-first mindset with strong problem-solving abilities.
Team player capable of working independently in a fast-paced environment.
Reliable internet connection.
Computer with sufficient processing power to handle multiple windows and platforms simultaneously.
Multiple monitor setup preferred.
Phone capable of dialing out and receiving calls from Verizon OneTalk, Hatch, and ServiceTitan.
Independent Contractor Perks:
- HMO Coverage for eligible locations
- Permanent work-from-home
- Immediate hiring
- Steady freelance job
