Customer Service Agent, HVAC & Home Services
Overview
You own the customer experience for John Moore Services in Houston, managing high-volume inbound and outbound communication across calls, texts, emails, and direct messages. Working in the HomeTown system, you schedule appointments for estimates, service, and inspections, coordinate technician dispatch, and resolve customer issues in real time. You handle the full lifecycle from first contact to payment processing, ensuring each interaction is professional and efficient. This role sits at the hub of operations, directly impacting the company's reputation and revenue. You'll master the ServiceTitan dispatch software and Google Suite while becoming the trusted voice for thousands of homeowners.
What You'll Do11
- 1Receive high-volume inbound calls to schedule appointments for estimates, service, and inspections using ServiceTitan.
- 2Make outbound calls to existing customers to promote and sell additional products and services.
- 3Coordinate technician schedules for service calls, installations, and repairs, balancing urgency and availability.
- 4Serve as the primary point of contact for customer inquiries, addressing concerns or complaints promptly and professionally.
- 5Refer unresolved customer complaints to management for further investigation and resolution.
- 6Maintain and update the customer database with complete and accurate information after every interaction.
- 7Assist with the call board and dispatch of technicians to optimize field efficiency.
- 8Learn and apply call scripts and proper replies to suit each situation, adapting tone for different customer needs.
- 9Organize and maintain systems for documents, invoices, and client records, ensuring all files are current.
- 10Process customer payments via multiple methods, confirming transactions and issuing receipts.
- 11Participate in training sessions to grow professional skills and stay current on service offerings.
Requirements7
- 11+ years in dispatching or customer service, ideally in plumbing, HVAC, or electrical services.
- 2Proficiency in Google Suite, Slack, and ServiceTitan or similar dispatching software.
- 3Excellent time management, multitasking, and prioritization skills to handle peak call volumes.
- 4Strong attention to detail and problem-solving skills for managing schedules and resolving issues.
- 5Clear communication with customers, suppliers, and team members, both written and verbal.
- 6Familiarity with HVAC and plumbing terminology, processes, and materials is beneficial.
- 7Ability to work onsite at our Houston location and adapt to dynamic operational needs.
Salary Insight
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