Job Overview

Our client is looking for a CSR & Appointment Setter to serve as the first point of contact for customers and support the scheduling of service calls for HVAC field personnel. The role requires proficiency in lead management, communication platforms, CRM systems, and project management tools. Flexibility, strong communication, organizational, and problem-solving skills are required to provide exceptional customer service and maintain efficient scheduling of resources.

Schedule

• 11:00 AM – 7:30 PM (with 30–60 minute unpaid break) Santee, California Time  (40 hours per week)

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Responsibilities

• Customer Service & Lead Management: Respond to and follow up on leads from various platforms (Yelp, Thumbtack, Networx, Mitsubishi, etc.) to convert them into appointments. Handle inbound inquiries professionally and gather detailed information regarding service requests.
• Scheduling: Prioritize and assign service and sales calls to field technicians based on urgency, location, and skillset. Follow up with customers to confirm appointments and verify satisfaction.
• Conflict Resolution: Handle escalated customer concerns and resolve scheduling conflicts efficiently and professionally.
• Administrative Support: Utilize ServiceTitan to schedule and update service orders. Perform daily cleanup in Hatch, including classifying and archiving messages.
• Task Management: Use ClickUp to manage tasks and communicate with office staff. Support billing, parts ordering, and warranty tracking.
• Executive Assistance: Assist executives with email management, meeting organization, project support, and content posting. Classify calls and transfer files/photos from Sera into ServiceTitan.

Requirements

• Prior experience with ServiceTitan and CSR responsibilities is required.
• Must have HVAC industry experience.
• Strong verbal and written communication skills.
• Customer-first mindset with strong problem-solving abilities.
• Reliable internet connection and a computer with sufficient processing power to handle multiple platforms.
• Phone capable of dialing out and receiving calls from Verizon OneTalk, Hatch, and ServiceTitan.

Qualifications

• Appointment setting or sales experience is a plus.
• Familiarity with Hatch or willingness to quickly learn the platform.
• Experience with ClickUp is preferred.
• Ability to multitask and manage shifting priorities in a fast-paced environment.
• Multiple monitor setup is preferred.

Side Note

This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.