Customer Service Representative (Home Services)

• C2-level English, both written and spoken, with clear professional phone presence.
• 2+ years of customer service combining high-volume outbound calls and email support.
• Proven ability to de-escalate conflicts and turn tense calls into positive outcomes.
• Hands-on experience with CRM systems and email management tools.
• Home-office setup: 30 Mbps+ internet, noise-cancelling headset, quiet workspace, computer that runs ServiceTitan, dual monitors.

You will open each day by reviewing the CRM queue, then place 100+ warm outbound calls to existing customers and loyalty members to secure, confirm, or reschedule service appointments. Between calls you will own a heavy email stream, especially for commercial accounts, updating them on arrival windows, invoices, and membership perks. You will spot open slots on the three-day board and proactively re-contact customers to keep technicians' schedules full. When frustration bubbles up, you will de-escalate, empathize, and guide the caller to a resolution that protects the brand and the appointment. You will log every touch in ServiceTitan, tag follow-ups, and flag special requests so field crews arrive prepared. Throughout the shift you will juggle phone, email, and internal chat, switching contexts without dropping quality or tone.

Our client is a 90-year home-services company that keeps families comfortable across multiple U.S. states through heating, cooling, plumbing, and a popular membership program. You will become the friendly voice and inbox guardian for thousands of residential and commercial customers who rely on rapid, high-quality service. You will plug into a tight-knit, Slack-first scheduling team that shares one goal: fill the three-day board, keep technicians busy, and turn every interaction into a five-star experience.

Earn a stable USD-based monthly fee as an independent contractor, paid reliably every month. Work fully remote on a set Monday-Friday EST window, freeing your evenings and weekends. We provide ServiceTitan access and continuous feedback so you can sharpen high-volume service skills with a century-old brand. Join a supportive, metric-driven team that celebrates full boards and happy customers.