Customer Service Representative – Plumbing & HVAC (Call Booking Specialist)

Location & Employment Details

Location: Fully remote
Schedule: Full-time, Monday–Friday, 7:30 AM – 5:00 PM US Eastern. Possible move to include Saturday coverage later, by mutual agreement.
Engagement: Independent contractor, paid weekly or biweekly in USD.
Reports to: Company owner (direct).
Start date: Immediate.

About the Company

We are a locally owned, growing plumbing and HVAC company serving the Piedmont Triad region of North Carolina. We are part of a broader portfolio of local home and business services, and we have built our reputation on being the trusted, right-down-the-street name our neighbors call when something goes wrong in their home.

We run our entire operation on ServiceTitan. We are a local company first, and every customer interaction is expected to reflect that: warm, confident, and grounded in our community.

About the Role

The Customer Service Representative is the first voice our customers hear and the single most important seat in our revenue process. This is not an order-taking role. Every inbound call is a homeowner with a problem and a buying decision, and your job is to turn that call into a booked, accurate appointment.

You will own the phones and the digital front door, recover revenue through proactive outbound work, and keep our customer data clean so our technicians show up prepared. Because we are a local company, you will represent us as one, speaking to our customers with the confidence and familiarity of someone right down the street.

Key Responsibilities

Inbound Call Handling & Booking

Answer every inbound call live and follow our call scripts.
Book service appointments into ServiceTitan with complete, accurate job details.
Ask for the booking with confidence, including with price shoppers and hesitant callers.

Outbound Calls & Revenue Recovery

Confirm next-day appointments and reduce no-shows.
Revive unsold estimates and follow up to win the job.
Follow up on completed jobs to generate reviews.
Reschedule cancellations rather than letting them drop.

Digital Lead Response

Monitor and respond promptly to web leads, texts, and Google messages.
Convert digital inquiries into booked appointments.

Data Integrity in ServiceTitan

Keep customer records clean and current: phone numbers, emails, addresses, equipment notes, and call reasons.

Escalation & Coordination

Escalate emergencies and pricing questions to the owner or lead technician using our defined process.

Required Qualifications

Two or more years answering customer calls for a US home services business (plumbing, HVAC, electrical, garage doors, pest, or similar), or a US call center serving homeowners.
Hands-on ServiceTitan call-booking experience, or expert experience on a close equivalent (Housecall Pro, Jobber, FieldEdge) with the proven ability to learn ServiceTitan quickly.
Excellent spoken English: warm, confident, and clear, with the ability to represent a local US company naturally and put customers at ease.
Comfortable asking for the booking and driving a call toward a scheduled appointment.
Reliable home-office setup: quiet workspace, wired internet, and backup power or a clearly stated backup plan.
Available for the full US Eastern shift and able to start immediately.

Preferred Qualifications

Experience with dispatch boards and capacity planning.
A track record of turning price shoppers into booked diagnostics.
Direct ServiceTitan experience (as opposed to an equivalent platform).

Ideal Candidate Profile

You are:

Sales-minded but warm — you close the booking without ever sounding pushy.
Calm under pressure — an emergency no-hot-water call or an upset callback does not rattle you.
Confident and quick on your feet — you speak for a local company like you belong to it.
Highly organized and accurate — clean bookings and clean records are second nature.
Proactive and self-managing — you thrive working remotely, directly for an owner, without a team standing over you.
Comfortable with technology — you pick up new systems fast and trust the process.

How Success Is Measured

Shortlisted candidates will complete a live mock-call interview covering an emergency no-hot-water call, a price shopper, and an upset callback. We hire on booking skill, not just phone manner.

Once in the seat, performance is reviewed weekly against a simple scorecard: answer rate, booked jobs over qualified calls, and booking accuracy. Performance reviews are tied to that scorecard.

Compensation

Competitive full-time rate for this experience level, paid in USD, with performance reviews tied to the scorecard. Please include your monthly rate expectation (USD) with your application.

Customer Service Rep (Plumbing & HVAC) - 21161