Fully Remote-Part-time -EST After Hours – ServiceTitan HVAC/Plumbing Scheduling CSR

About the position

At Pink Callers, we are an experienced team dedicated to making a difference in the lives of people in the trades. We are currently seeking a part-time Customer Service Representative (CSR) to join our established and growing business. This position is fully remote and primarily operates during after-hours, specifically from 5 PM to 1 AM EST on weekdays, with mandatory weekend shifts available. The ideal candidate will thrive in a fast-paced environment and be self-motivated to provide exceptional customer service. You will be responsible for managing day-to-day scheduling operations, ensuring that jobs are ready for scheduling, and efficiently scheduling work orders to ensure technicians arrive on time. Experience in the plumbing, HVAC, or service industry is highly preferred. In this role, you will oversee the daily operations of the office, which includes answering phones, responding to emails, managing correspondence, and coordinating service appointments. You will also dispatch technicians to job sites, monitor their schedules, and adjust as necessary to accommodate emergencies or last-minute changes. Excellent customer service is paramount, and you will serve as the point of contact for customer inquiries, ensuring that all issues are resolved promptly and professionally. Additionally, you will be responsible for organizing and maintaining systems for documents, invoices, and client records, processing payments, and assisting in the implementation of ServiceTitan. We are looking for someone who is flexible and adaptable, as call volume may fluctuate, and you may be released from your shift early if necessary. If you are interested in being part of a dynamic business with opportunities for career growth, we encourage you to apply!

Responsibilities
• Oversee day-to-day operations of the office, including answering phones, responding to emails, managing incoming and outgoing correspondence, and managing service appointments
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• Coordinate scheduling of technicians for service calls, installations, and repairs
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• Dispatch technicians to job sites in a timely and efficient manner
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• Monitor technician schedules and adjust as needed to accommodate emergencies or last-minute changes
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• Serve as the point of contact for customer inquiries, scheduling appointments, and addressing concerns or complaints
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• Ensure excellent customer service by promptly responding to customer inquiries and resolving issues in a professional manner
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• Organize and maintain systems for documents, invoices, and client records
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• Process payments from customers and follow up on overdue accounts as necessary
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• Assist in setting up and implementation of ServiceTitan
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• Additional responsibilities to support the growth of the company

Requirements
• Experience in dispatching, preferably in a similar industry such as plumbing, HVAC, or electrical services
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• Proficiency in Google Suite, Slack and in dispatching software such as ServiceTitan
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• Excellent time management skills and the ability to multitask and prioritize work
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• Attention to detail and problem solving skills
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• Excellent communication with customers, suppliers, and team members
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• Familiarity with plumbing/HVAC/service terminology, processes, and materials can be beneficial for understanding the business and communicating effectively with technicians and customers

Nice-to-haves

Benefits
• Flexible work hours
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• Remote work opportunity
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• Part-time employment
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• Competitive pay range of $13.00 – $17.00 per hour