Customer Service Representative

JOB Responsibilities

The Customer Service Representative (CSR) serves as the first point of contact for potential and existing customers, playing a vital role in delivering exceptional service and driving revenue through rapid appointment booking. This role is mission-critical in a high-volume, fast-paced environment, where speed-to-lead and responsiveness are essential. The ideal candidate is a high-energy communicator with a sharp sense of urgency and a passion for creating outstanding customer experiences that convert into qualified appointments and sales opportunities.

Key Responsibilities and Duties:

1. Appointment Booking & Speed-to-Lead Execution

Respond immediately to inbound leads from phone calls, web forms, chat, and email—aiming to contact and engage every lead within 5 minutes or less.
Convert inquiries into booked appointments using persuasive communication, urgency, and professionalism.
Maintain a laser focus on calendar optimization and appointment volume goals to support sales team success.
Follow all lead handling procedures and scripting to ensure consistent, high-conversion outreach.
Confirm all appointments are logged correctly and promptly within ServiceTitan.

2. Customer Interaction & Support

Engage customers with empathy and confidence to understand their service needs and build trust.
Handle all inbound and outbound communications, including follow-ups and service reminders.
De-escalate concerns quickly while maintaining professionalism and promoting positive resolutions.
Ensure every customer touchpoint reinforces the company’s value proposition and service excellence.

3. ServiceTitan Software Management (an asset)

Enter and maintain detailed, accurate customer records, service notes, and job statuses in ServiceTitan.
Schedule and assign jobs efficiently using ServiceTitan’s dispatch board and appointment features.
Update job progress and technician statuses in real time to ensure schedule adherence and visibility.
Troubleshoot basic software issues and assist technicians with mobile app navigation or updates.

4. Sales Coordination & Team Collaboration

Act as a communication hub between inside sales reps, field technicians, and managers to streamline operations.
Prioritize high-potential leads and collaborate with the sales team to ensure strong handoffs.
Share lead insights, customer feedback, and service trends that inform sales and marketing strategies.
Coordinate rehash efforts and rebooking of previously canceled or missed appointments.

5. Quality Assurance & Performance Tracking

Track lead response times, call conversion rates, appointment set rates, and no-show/cancellation metrics.
Maintain service KPIs and call quotas set by leadership, striving to exceed expectations consistently.
Review and audit call recordings and service entries for quality control and continuous improvement.
Participate in regular coaching sessions and contribute ideas to enhance customer engagement processes.

6. Process Improvement & Product Knowledge

Stay updated on new features and functions within ServiceTitan and adopt best practices for workflow efficiency.
Continuously refine communication techniques, call handling, and customer engagement skills.
Provide feedback on frequently asked questions, system pain points, and script effectiveness.
Participate in internal training and team development sessions to improve performance and support team goals.

How to Apply:

Include a resume in an email to hr@aingergroup.com.

Ainger Group Roofing and Exteriors is an equal opportunity employer. We celebrate
diversity and are committed to creating an inclusive environment for all
employees.