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Role Description

This fully remote role is ideal for a customer-focused professional who thrives in fast-paced, service-driven environments. As a key point of contact for customers, you will coordinate routine maintenance, emergency repairs, and inspection appointments while ensuring efficient technician scheduling. You’ll play a vital role in delivering a seamless service experience by balancing customer needs, operational priorities, and real-time updates.

• Manage inbound and outbound customer communications to coordinate routine maintenance, emergency service requests, inspections, and trouble calls for residential and commercial clients.
• Review and research customer accounts based on service notifications to determine appropriate scheduling actions.
• Monitor active team chats and internal communication channels to ensure timely responses and coordination.
• Schedule new service requests and actively manage open tickets to drive resolution and closure.
• Review daily technician routes to ensure efficiency, coverage, and accurate appointment windows.
• Adjust schedules proactively as new information arises, ensuring customers receive timely confirmations and updates.
• Collaborate with branch operations teams, service technicians, and other departments to maintain service excellence.
• Provide information on products and service offerings when appropriate.

Qualifications

• High school diploma or equivalent with 1–2 years of customer service and/or scheduling experience.
• Strong verbal and written communication skills, with the ability to engage customers professionally via phone, email, and chat.
• Demonstrated empathy, patience, active listening skills, and adaptability when working with diverse customer needs.
• Ability to make sound decisions using deductive reasoning and negotiation skills while balancing customer satisfaction and business priorities.
• Comfort working with CRM, monitoring, and scheduling software systems, with the ability to quickly learn company-specific tools and processes.
• Basic technical aptitude to understand and explain service-related steps to customers.
• Willingness to complete required certification training within the first 90 days and obtain necessary state licenses as applicable.
• Ability to work remotely with company-provided equipment in a distraction-free environment.

Benefits

• Competitive compensation with incentive eligibility.
• Comprehensive medical, dental, and vision coverage.
• Company-paid life and AD&D insurance.
• Company-paid short- and long-term disability coverage.
• Voluntary benefit options.
• 401(k) retirement savings plan.
• Flexible Spending Account (FSA).
• Paid time off.
• Tuition reimbursement.
• Employee Assistance Program (EAP).
• Equal opportunity employer with inclusive hiring practices and accommodation support.