Customer Service Representative - Home Services

About the role

A home services business is looking for a customer-focused Customer Service Representative who handles incoming calls, answers service inquiries, schedules appointments and manages service requests. The role involves coordinating with field technicians to deliver a good customer experience. Experience with Jobber or similar field service software is required.

Key responsibilities

• Handle inbound and outbound customer calls professionally
• Respond to inquiries by phone, email and text message
• Schedule service appointments and coordinate technician availability
• Create and manage customer requests, jobs and work orders in Jobber
• Provide service information, appointment confirmations and updates
• Follow up on estimates, quotes, pending jobs and scheduled services
• Handle appointment changes, cancellations and rescheduling requests
• Coordinate with field technicians on job assignments and customer requirements
• Assist customers with billing, invoices and payment questions
• Maintain customer profiles, service histories and communication records
• Address complaints and escalate complex issues to management

Required profile

• Previous experience as a Customer Service Representative, Call Center Agent or Customer Support Specialist
• Excellent spoken and written English
• Strong telephone etiquette and customer handling skills
• Ability to handle complaints and work in a fast-paced environment
• Experience supporting US-based home services businesses is an advantage

Required skills

• Hands-on experience with Jobber or similar field service software (highly preferred)
• Appointment scheduling and service coordination
• Preferred tools: Housecall Pro, ServiceTitan, FieldEdge, QuickBooks, Google Workspace, Microsoft Office