ServiceTitan CSR — Outbound Membership Sales + Dispatch Backup (US Home Services, Night Shift, Base + Commission)

Sales and Marketing - Telemarketing / Appointment Setting

SALARY: $1500/mo paid ---------- + performance commission + coverage stipend (see below)

HOURS PER WEEK: 40

JOB DESCRIPTION

Trades Mosaic acquires, operates, and scales trades businesses across the Mid-Atlantic and Southeast. We have a small group of home services companies on the US East Coast — heating and air conditioning, plumbing, and electrical.

This job has two parts. Please read both before applying.

Part 1 - Membership Sales (most of your time)

You will call our existing customers and enroll them in our annual Preventative Maintenance Plan.

Important: this is not cold calling.

You will be calling people who have already paid us for service or bought equipment from us. They know our name. Many of them are expecting a call. Your job is to explain the maintenance plan clearly, answer their questions, and sign them up.

Part 2 - Dispatch & Office Backup (when we need you)

Each of our companies has one office manager who runs the phones and the technician schedule.

When one of them is on vacation, out sick, or overloaded, you step in and run that seat.

This might be a single afternoon. It might be a full week. When it happens, dispatch becomes your first priority and sales waits.

This is why ServiceTitan experience matters so much to us. We are not looking for someone who can only read a script. We are looking for someone who can sell on Monday and keep six technicians moving on Tuesday.

What you will do on a normal sales day

- Call customers from our company database using our US phone system (we provide it - you dial from inside ServiceTitan, and our local US phone number shows on their caller ID)
- Explain our Preventative Maintenance Plan: what is included, what it costs, why it protects their equipment
- Enroll customers and collect their payment information over the phone through our secure system
- Schedule the customer's first maintenance visit while you have them on the phone
- Call existing plan members whose plans are expiring and renew them
- Call former plan members who let their plan lapse and win them back
- Log every single call, note, and outcome in ServiceTitan - accurately, every time
- Send a short-written summary at the end of each shift

What you will do on a coverage day

- Run the ServiceTitan Dispatch Board - assign jobs to the right technician, adjust the board for cancellations, callbacks, and emergency no-heat or no-cool calls
- Answer inbound customer calls and book service appointments
- Confirm arrival windows, and call the customer proactively when a technician is running behind
- Stay in contact with field technicians by phone and text throughout the day
- Keep the schedule full - fill open capacity from our recall and unsold estimate lists
- Take customer payments over the phone following our written payment procedure exactly
- Answer the phone using the correct company name for whichever of our brands you are covering that day
- Follow our written dispatch SOP. When something falls outside the SOP, escalate it to the owner - not to the other office managers.
- Hand the seat back cleanly: written notes on anything open, so the office manager returns to no surprises

What we require

- Excellent spoken English. Clear, neutral, easy for an older American homeowner to understand on a phone line. This is the single most important requirement. We will ask you to submit a voice recording.
- Hands-on ServiceTitan experience. You must have actually had some exposure with ServiceTitan.
- Minimum 2 years of outbound calling experience with US customers - telemarketing, appointment setting, inside sales, collections, or customer retention all count
- Experience dispatching, scheduling, or supporting field technicians for a US home services, field service, or trades company (HVAC, plumbing, electrical, pest control, roofing, appliance repair)
- You are comfortable asking for the sale and comfortable being told no
- You stay calm when three things go wrong at once. On a coverage day, they will.
- You can follow a written SOP and a compliance checklist exactly.
- Fast, stable internet: minimum 15 Mbps down / 5 Mbps up, wired connection strongly preferred
- A quiet, private room. No roosters, no traffic, no family in the background, no coworking space noise.
- Backup power and backup internet (pocket WiFi or mobile hotspot). Brownouts happen - we need a plan for them.
- Noise-cancelling USB headset (not Bluetooth earbuds)
- Computer capable of running a browser-based US software platform smoothly

Nice to have (not required)

- ServiceTitan certification, or experience as a ServiceTitan administrator
- Experience selling any kind of recurring subscription, membership, or service agreement
- Experience supporting more than one company or location at the same time
- Basic understanding of HVAC or plumbing terminology - enough to know what a customer means when they describe a problem

Working hours - please read carefully before applying

You will work US Eastern Time business hours, which is a night shift in the Philippines.

- Approximately 8:00 PM – 5:00 AM EST, Monday through Friday
- This shifts by one hour twice a year when the US changes its clocks
- On coverage days you may need to start earlier, because our technicians begin their day early in the morning US time. We will always give you notice.
- We cannot move this. American homeowners answer the phone during their daytime, and our technicians need dispatch support during theirs.

If you cannot commit to a permanent night shift, please do not apply. We would rather you tell us now.

Compensation

- Base: $1500 USD per month, paid WEEKLY via Wise
- Sales commission: $10 USD for each new annual maintenance plan sold, $5 for each renewal
- Commission is paid after the customer's payment clears and the plan is entered correctly in ServiceTitan
- Coverage stipend: $25 USD extra for each full day you cover an office manager seat. You will never lose money because we pulled you off the phones - on coverage days we protect your earnings.
- Performance review after 90 days

We are looking for someone to stay with us for years, not months. If you perform, this role grows into a team lead position as we add more callers and support staff for the other companies we own.

HOW TO APPLY

Follow these steps exactly. Applications that skip a step will not be reviewed.

Start your message with the word BLUEBIRD so we know you read the whole post.
Tell us in 3–4 sentences about the hardest outbound calling job you have had and what your numbers were.
Tell us exactly what you did in ServiceTitan. Which screens did you work in every day? What did you use them for? Be specific - general answers tell us you have not really used it.
Tell us about a time you were responsible for a technician schedule and something went badly wrong. What did you do?
Record a voice sample and send us the link (Google Drive, Dropbox, Loom, or Vocaroo all work). Record BOTH parts below in the same recording, naturally, like you are actually on a call.

Part A - read this out loud:

"Good afternoon, my name is [YOUR NAME] and I'm calling on behalf of Strategic Heating and Air. I'm reaching out because our records show we serviced your heating and cooling system last year, and I wanted to tell you about our maintenance plan. It's designed to keep your system running efficiently, catch small problems before they turn into expensive repairs, and it includes two tune-up visits a year plus priority scheduling. Do you have two minutes for me to walk you through it?"

Part B - answer these two questions in your own words:

"A customer says 'I'm not interested, I already have someone who does my maintenance.' What do you say next?"

"It is 2:00 PM. A customer with no air conditioning has been waiting since her 10:00 AM appointment window, and your technician is still two hours away on another job. She is angry and she is on the phone right now. What do you say to her?"

Confirm you can work a permanent night shift on US Eastern Time hours.

Tell us your internet speed and whether you have backup power and backup internet.

Skill Requirements

English, ServiceTitan, Dispatching, Scheduling, Customer Service, Telemarketing, Appointment Setting, Outbound Sales, Field Service Management