Job Duties :
- Serve as a dispatcher when required.
- Perform all Customer Service Representative (CSR) duties and train new call center employees.
- Develop training materials and strategies in collaboration with the Customer Success Manager.
- Mentor CSRs and assist with call scheduling during peak times.
- Act as the primary contact for CSR inquiries and manage escalated calls.
- Ensure demand calls are scheduled and calendars are properly maintained.
- Provide flexible coverage, including some weekends if necessary.
- Ensure CSRs adhere to all processes, procedures, and policies.
- Review calls and work orders, update the team on marketing initiatives, and assist with training content.
- Track purchase orders, conduct customer follow-up calls, and manage memberships.
- Maintain and clean up customer accounts, respond to online reviews, and update Top Performer Spotlight reviews.
- Perform additional duties as assigned.
Requirements :
- 1+ years of experience with ServiceTitan (preferred).
- 5+ years of customer service experience with at least 1 year in a leadership role.
- Proven track record in customer service.
- Proficient in computer use and phone systems.
- Highly organized with excellent communication skills.
- Ability to build trust and demonstrate empathy.
- Positive attitude and ability to thrive in a fast-paced environment.
Additional Information :
- Pay : $26-32 per hour
- Schedule : Monday-Thursday 8 : 00am-4 : 30pm, Friday 8 : 30am-5 : 00pm
- Location : Onsite in Saint Paul office (moving to West St. Paul by September)
- Benefits : 100% Employer-Paid Health Insurance, Vision + Dental Insurance, HSA, 401k with 2-5% match, PTO
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.
We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
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