Customer Service Representative

Location: Remote Schedule: Monday–Friday | 8:00 AM – 4:00 PM (subject to adjustment based on call volume) Position Overview We are hiring a CSR to support a new 1 Tom Plumber. This role combines inbound customer service and dispatch coordination. The CSR will manage incoming calls, book jobs, and coordinate technicians using ServiceTitan while maintaining professional communication standards aligned with franchise expectations. This is not a sales-focused outbound role — it is an operational position responsible for ensuring smooth day-to-day service delivery. Key Responsibilities Answer inbound service calls and convert inquiries into booked appointments Accurately schedule and dispatch jobs using ServiceTitan Coordinate technicians’ schedules and job routing Communicate with customers regarding arrival windows and job updates Use Dialpad for call handling Follow company scripts and service protocols Log all call details and job updates in the CRM Support a growing team (starting with 2 technicians, scaling to 4 within 12 months) Requirements Excellent English communication skills (clear, confident phone presence) Experience in customer service and/or dispatching (home services preferred) Proficiency with CRM or field service software (ServiceTitan experience strongly preferred) Strong organizational and multitasking skills Ability to manage technician coordination in real time Reliable internet connection and professional remote workspace