Position: Customer Service Representative (CSR)

Industry: Garage Door Repair & Installation (Residential & Commercial)
Location: Remote | Full-Time

Overview

We are seeking a highly professional and customer-focused Customer Service Representative (CSR) to serve as the first point of contact for our customers. This role is responsible for handling inbound calls, scheduling appointments, managing customer communication, and ensuring a fast response to incoming inquiries.

The ideal candidate has excellent communication skills, a strong phone presence, and the ability to create a positive customer experience while supporting a fast-paced home service business.

Key Responsibilities

Customer Service & Call Handling

• Answer inbound customer calls promptly and professionally.
• Respond to inquiries regarding garage door repair, installation, and service appointments.
• Deliver exceptional customer service and build trust with customers.
• Follow scripts and call-handling best practices while maintaining a natural, conversational tone.

Scheduling & Dispatch Support

• Schedule service calls, estimates, and installations.
• Maintain accurate appointment calendars and customer records.
• Ensure quick response times and effective lead management.
• Coordinate with internal teams to support daily operations.

CRM & Administrative Support

• Work within ServiceTitan to manage customer information, job statuses, notes, and scheduling.
• Maintain accurate documentation and customer communication records.
• Support administrative tasks related to customer service and scheduling.

Customer Experience

• Create a welcoming and professional experience on every interaction.
• Handle customer concerns with empathy, professionalism, and urgency.
• Maintain consistent communication before and after appointments when needed.

Qualifications

• Previous CSR, call center, scheduling, or customer service experience.
• Experience with ServiceTitan or similar home service CRM platforms is preferred.
• Excellent spoken and written English.
• Clear, professional, and engaging phone presence.
• Ability to build rapport quickly and communicate confidently with customers.
• Strong organizational and multitasking skills.
• Comfortable working in a fast-paced, high-call-volume environment.

What We're Looking For

• Friendly, energetic, and customer-focused personality.
• Minimal accent with strong communication clarity.
• Reliable professional who can work independently from a home office.
• Comfortable receiving coaching, participating in role-plays, and continuously improving call performance.
• Strong work ethic, accountability, and commitment to long-term success.

Work Environment Requirements

• Quiet, professional home office setup.
• Reliable internet connection and computer equipment.
• Ability to work without background distractions or interruptions.
• Comfortable using VPN access and multiple software platforms

What Success Looks Like

• Calls are answered promptly and professionally.
• Customers receive an exceptional experience from first contact to appointment booking.
• High booking and conversion rates from inbound inquiries.
• Accurate scheduling and CRM management.
• Consistent reliability, strong attendance, and long-term contribution to the team