Home Services Customer Service Rep - Inbound and Outbound - 2 yrs exp req

Do you enjoy helping customers in any way possible, whether fielding inbound calls or following up to help them make a decision?

Are you a customer service professional who loves shaping a five-star experience but also enjoys the proactive energy of reaching out to warm leads?

Do you love working in a local business but dislike both stagnant and corporate environmentS?

We are Colorado's leading experts in comprehensive home efficiency, from residential electrification and natural cooling to energy audits and insulation. As a local, family-owned, and veteran-operated company based in Lakewood, we are looking for a highly motivated Inbound/Outbound CSR to be the voice of our company.

Unlike a traditional dispatcher who manages routing and logistics, this role is 100% focused on the customer journey. You will work hand-in-hand with our dispatch team—you focus on providing a premium customer interaction and getting the appointment booked, and they handle the logistical puzzle of getting the technician there.

Why You'll Love Working With Us

• Local & Family-Owned: We aren't a faceless corporation. We treat our team like family and our customers like neighbors.
• Service-First Outreach: On the outbound side, you are working entirely with homeowners who already know us—existing customers, members, and open estimates. Your job is to check in, provide solutions, and ensure they are getting the most out of our services.
• Direct Impact: You are the architect of the customer journey. By providing incredible service, selling dispatch fees, and filling schedule gaps, you keep our customers happy and our technicians busy.
• Supportive Culture: Join an exciting, fast-moving team that celebrates success, supports each other through challenges, and rewards high performance.

Your Mission: The 50/50 Split

This is a dynamic, fast-paced position with a solid 50/50 mix of inbound customer care and proactive outbound calling.

Inbound Service & Booking (50%):

• Shape the Customer Journey: Act as the first point of contact for homeowners, delivering an exceptional, empathetic, and premium customer experience from the moment they say hello.
• Complaint Resolution: Handle customer concerns or frustrations with grace and empathy, utilizing active listening and problem-solving skills to de-escalate issues and turn a negative into a positive.
• Sell the Dispatch Fee: Confidently explain the value of our services, educate the homeowner, and successfully sell the dispatch fee to get them the help they need.
• Secure the Booking: Lock in the appointment and coordinate seamlessly with our dedicated dispatchers who will take over the routing.

Proactive Outbound Care (50%):

• Member Maintenance: Reach out to existing members to schedule their annual home maintenance visits, ensuring their home systems are healthy and they get the full value of their membership.
• Consultative Follow-Up: Systematically reach out to customers with open estimates. Instead of a hard pitch, you will answer questions, clarify value, overcome concerns, and help them make the best decision for their home.
• Fill the Schedule: Work closely with Dispatch to identify gaps in the calendar, proactively calling past customers during slower periods to offer seasonal checks and keep our technicians highly utilized.

Who We Are Looking For

We hire on values first. We are looking for a teammate who is Responsible, Dependable, Respectful, and Thorough.

The Essentials:

• The "Pivot" Master: You are highly adaptable and comfortable switching gears instantly from de-escalating a stressed caller to making a cheerful outbound check-in call.
• Empathetic Communicator: You excel at building quick rapport, showing genuine care, and providing five-star service over the phone.
• Consultative Closer: You know how to guide a homeowner through a decision and sell the value of an appointment without ever being pushy.
• Tech Savvy: You will be juggling call lists, multiple screens, and CRM tasks. Advanced tech adeptness is crucial to keep the customer journey smooth.
• ServiceTitan Expertise: Previous experience with ServiceTitan is a very strong plus.

Compensation is $24/base plus bonus ($24-31/hour total)