Customer Service Representative

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TYPE OF WORK

Any

SALARY

$5 - $8 an hour

HOURS PER WEEK

50

DATE UPDATED

Aug 7, 2026

JOB OVERVIEW

Customer Service Representative (CSR) – ServiceTitan Experience Required

**Full-Time | Remote | U.S. Eastern Time Business Hours**

About Us

Element Service Group Mechanical is a growing residential HVAC and plumbing company based in North Carolina, USA. We pride ourselves on delivering exceptional customer service while supporting our field technicians with efficient scheduling and communication.

We are looking for an experienced **Customer Service Representative (CSR)** who has previously worked for a U.S.-based home service company and is already familiar with **ServiceTitan**.

**This is NOT an entry-level position.**

Applicants **must have prior ServiceTitan experience** and experience working in the HVAC, plumbing, electrical, or home service industry.

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Primary Responsibilities

As a Customer Service Representative, you will be the first point of contact for our customers.

Your responsibilities will include:

* Answer inbound customer phone calls professionally
* Schedule service appointments using ServiceTitan
* Dispatch and reschedule appointments as needed
* Manage inbound and outbound customer communications
* Confirm appointments and perform schedule optimization calls
* Create and update customer accounts
* Review technician notes and job information
* Assist with membership scheduling and maintenance visits
* Handle customer concerns professionally and escalate when appropriate
* Maintain accurate customer records
* Support daily office operations and administrative tasks

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Required Qualifications

**Please do not apply unless you meet these requirements.**

Previous experience as a CSR for a U.S.-based HVAC, Plumbing, Electrical, or Home Service company

**ServiceTitan experience (Required)**

Excellent spoken and written English

Professional phone etiquette

Strong multitasking abilities

Comfortable handling a high volume of inbound calls

Strong computer skills

Reliable high-speed internet

Quiet home office with quality headset

Ability to work U.S. Eastern Time business hours

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Preferred Qualifications

While not required, these qualifications are a plus:

* HVAC industry knowledge
* Plumbing industry knowledge
* Dispatching experience
* Membership scheduling experience
* Sales or customer retention experience
* Experience with outbound calling campaigns
* Experience reviewing technician job notes
* Experience with financing or membership programs

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## What Success Looks Like

Within your first 30 days, you will:

* Confidently navigate ServiceTitan with minimal assistance
* Provide outstanding customer service on every call
* Schedule appointments accurately and efficiently
* Help maintain a full and productive technician schedule
* Resolve customer concerns professionally
* Work effectively with dispatch, technicians, and management

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## We Are Looking For Someone Who...

* Has a positive, friendly attitude
* Communicates professionally with customers
* Remains calm under pressure
* Is dependable and punctual
* Takes ownership of their work
* Learns quickly and adapts to change
* Pays close attention to detail
* Enjoys helping people

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