Schedule:

• 40 hours per week

• possible work schedules: 2PM - 11PM or 10/11AM – 7/8PM, most likely be between Tuesday-Saturday OR Wednesday-Sunday | PST

• Client Time zone: Pacific Time (Los Angeles, California, USA)

This is an exciting opportunity to become the voice of multiple successful service brands while working remotely with a professional, growth-oriented team. As a Customer Service Representative, you'll handle inbound calls for established HVAC and plumbing companies, using advanced Service Titan CRM technology to book appointments and provide exceptional customer service. You'll play a vital role in a $100+ million operation, representing different geographic markets and helping homeowners and businesses solve their essential service needs. This position offers the perfect blend of technology, customer interaction, and professional growth within a stable, expanding organization that values reliability and excellence.

Responsibilities

• Answer inbound calls professionally for multiple established HVAC and plumbing service companies

• Schedule and coordinate service appointments using industry-leading Service Titan CRM software and Contact Center Pro

• Provide outstanding bilingual customer service to serve Southern California's diverse customer base

• Represent different company brands and geographic locations (San Diego, Los Angeles, Orange County, Inland Empire) with authentic local knowledge

• Handle customer inquiries, appointment scheduling, and service coordination for heating, cooling, and plumbing needs

• Maintain exceptional communication standards while seamlessly switching between multiple company identities

• Work flexible schedules including day shifts, evening shifts, and after-hours coverage to ensure 24/7 customer support

• Meet and exceed daily, weekly, and monthly performance metrics and quality standards

• Collaborate effectively with a team of experienced agents and dispatchers in a fast-paced, professional environment

 

Requirements

Experience & Reliability

• Minimum of 3 years of continuous customer service or call center experience with the same employer or client, demonstrating consistent performance, punctuality, and attendance

Professional Communication & Meeting Standards

• Excellent phone etiquette and clear verbal communication skills
• Camera-on attendance is required for all meetings, trainings, and coaching sessions
• Agents must maintain a professional appearance and work environment during all video interactions

Attendance & Punctuality

• Strong track record of on-time attendance and schedule adherence
• Ability to consistently meet assigned shift start times, meeting schedules, and coverage requirements

Technical Skills

• Experience using CRM and scheduling systems; familiarity with ServiceTitan or similar platforms is a plus
• Comfortable navigating multiple systems while on live calls

Availability & Commitment

• Willingness to work flexible schedules, including evenings, weekends, and varying shift times
• This role requires long-term commitment and consistent availability

Multitasking & Performance

• Ability to manage high call volumes while maintaining accuracy, professionalism, and customer satisfaction

Industry Preference

• Prior experience in service-based businesses or appointment scheduling environments strongly preferred

Remote Work Expectations

• Comfortable working remotely while remaining fully engaged, responsive, and accountable during scheduled hours
• Must have a reliable internet connection and a dedicated, distraction-free workspace

This role operates in a high-accountability environment with clear performance, attendance, and professionalism standards. Candidates who prefer camera-off meetings or flexible attendance should not apply.

 

Independent Contractor Perks

• HMO Coverage for eligible locations
• Permanent work from home
• Immediate hiring

 

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