Customer Service Representative

Position Summary

The Customer Service Representative is responsible for controlling inbound customer communication flow, protecting customer experience standards, and supporting revenue-producing operational scheduling through accurate call handling, appointment coordination, maintenance agreement sales, and customer follow-up activities.

This role serves as a primary customer contact point and directly impacts scheduling efficiency, service conversion rates, customer retention, and operational continuity. The position operates within established customer service, scheduling, sales, and communication governance standards and is accountable for maintaining accurate documentation, timely routing, and professional customer interaction management.

Position Purpose

The purpose of this role is to:

• Maintain controlled and professional handling of inbound customer communications across phone, email, text, and digital inquiry channels.
• Protect operational scheduling stability by ensuring appointments are accurately scheduled, confirmed, and routed through dispatch procedures.
• Contribute to company revenue growth through maintenance agreement sales, renewal outreach, and customer retention efforts.
• Reduce operational disruption and customer escalation risk through timely issue resolution and accurate communication management.
• Maintain customer information accuracy and communication documentation within company systems of record.
• Support long-term customer retention and company reputation through consistent follow-up and customer experience management.

Primary Outcomes of the Role

· Inbound customer communications are answered promptly, professionally, and accurately documented.

· Service appointments are scheduled correctly with complete and accurate job information.

· Maintenance agreement sales and renewals are consistently generated within established targets.

· Customer concerns and escalations are resolved or routed appropriately within required response timelines.

· Appointment confirmations are completed in advance to support dispatch schedule stability.

· Customer follow-up communication is completed consistently to support retention and online reputation management.

· Customer information, scheduling records, and communication notes remain accurate within company systems.

Core Accountabilities

1. Customer Communication Control

The role is accountable for maintaining professional, timely, and controlled handling of inbound customer communications while protecting customer experience standards and operational communication consistency.

This includes accountability for:

· Answering inbound phone calls, emails, text messages, and online form submissions.

· Collecting complete customer and job information during initial contact.

· Maintaining professional communication standards during all customer interactions.

· Routing calls and inquiries to the appropriate department or personnel.

· Documenting customer communication activity within company systems.

· Managing customer concerns using approved communication and escalation procedures.

· Maintaining communication responsiveness during assigned working hours.

Measured By:

· Call response consistency

· Communication documentation accuracy

· Customer complaint frequency

· Escalation response timeliness

2. Scheduling & Dispatch Coordination

The role is accountable for supporting dispatch efficiency and operational scheduling stability through accurate appointment setup, coordination, and confirmation processes.

This includes accountability for:

· Scheduling service appointments using approved dispatch procedures.

· Verifying customer availability, job details, and service requirements.

· Coordinating appointment information with dispatch personnel.

· Confirming scheduled appointments with customers prior to dispatch.

· Maintaining accurate scheduling records and updates.

· Filling available scheduling capacity when openings occur.

· Communicating scheduling changes promptly to affected parties.

Measured By:

· Appointment setup accuracy

· Schedule confirmation completion

· Dispatch correction frequency

· Schedule utilization consistency

3. Maintenance Agreement Sales & Retention

The role is accountable for contributing to recurring revenue generation and customer retention through maintenance agreement sales and renewal activity.

This includes accountability for:

· Offering maintenance agreements during customer interactions.

· Contacting prior customers regarding maintenance renewals and future service opportunities.

· Explaining maintenance agreement benefits using approved sales messaging.

· Recording maintenance agreement activity accurately within company systems.

· Following up on pending maintenance opportunities.

· Supporting customer retention through proactive communication efforts.

· Coordinating maintenance agreement information with applicable departments.

Measured By:

· Maintenance agreement conversion rates

· Renewal completion rates

· Customer retention activity levels

· Revenue opportunity follow-up completion

4. Customer Issue Resolution & Escalation Management

The role is accountable for reducing customer dissatisfaction risk through timely handling, routing, and documentation of customer concerns and service issues.

This includes accountability for:

· Receiving and documenting customer complaints or concerns.

· Routing escalated issues according to company procedures.

· Maintaining professional communication during difficult customer interactions.

· Following up on unresolved customer issues when assigned.

· Coordinating communication between customers and operational departments.

· Maintaining accurate records of issue resolution activity.

· Protecting company reputation through consistent communication standards.

Measured By:

· Customer complaint resolution timeliness

· Escalation routing accuracy

· Documentation completeness

· Repeat complaint frequency

5. Administrative & System Accuracy Control

The role is accountable for maintaining accurate customer records, communication logs, scheduling data, and operational documentation within company systems of record.

This includes accountability for:

· Entering and updating customer information accurately.

· Maintaining accurate service notes and communication records.

· Verifying appointment and customer data prior to scheduling completion.

· Maintaining confidentiality of customer and company information.

· Following company documentation and recordkeeping procedures.

· Supporting reporting and operational tracking requirements.

· Maintaining organized electronic communication records.

Measured By:

· Data entry accuracy

· Documentation completeness

· Record correction frequency

· System update timeliness

Authority

The Customer Service Representative has the authority to:

· Schedule and confirm customer appointments within approved scheduling procedures.

· Route customer communications and operational inquiries to appropriate departments.

· Provide approved pricing, maintenance agreement, and scheduling information to customers.

· Escalate customer concerns through established management channels.

· Update customer information and communication records within approved systems.

The Customer Service Representative does not have the authority to:

· Modify employee compensation.

· Change employee employment status.

· Override Human Resources policies or disciplinary procedures.

· Override financial approval controls or billing procedures.

· Commit company funds outside approved delegation authority.

· Authorize major operational commitments outside departmental authority.

Interfaces With

· Service Manager

· Sales Manager

· Dispatch Team

· Service Technicians

· Sales Personnel

· Accounting Department

· Customers and Vendors

Qualifications

Experience

· Minimum of 2 years of customer service, dispatch, call center, or administrative coordination experience preferred.

· Experience handling multi-line phone systems and customer communication platforms preferred.

· Experience working in HVAC, plumbing, mechanical service, or related service industries preferred.

· Experience coordinating schedules, appointments, or customer follow-up activity preferred.

Knowledge & Skills

• Ability to communicate professionally and effectively in verbal and written formats.
• Ability to manage multiple customer interactions simultaneously in a fast-paced environment.
• Working knowledge of customer scheduling and dispatch coordination practices.
• Ability to maintain accurate records and documentation within electronic systems.
• Basic computer proficiency including email, scheduling software, and customer databases.
• Ability to manage customer concerns while maintaining professionalism and procedural compliance.

Compliance & Eligibility Requirements

• Must be legally authorized to work in the United States.
• Must comply with all company communication, confidentiality, and documentation procedures.
• Must maintain regular and reliable attendance consistent with operational scheduling requirements.
• Must successfully complete all required pre-employment screenings consistent with applicable law.

Role Clarity Statement

This role is successful when:

· Customer communications are handled professionally and consistently.

· Service schedules remain accurate and operationally stable.

· Maintenance agreement opportunities are actively generated and retained.

· Customer concerns are resolved promptly and routed appropriately.

· Dispatch operations receive complete and accurate scheduling information.

· Customer documentation and communication records remain accurate and current.

This role is not successful when:

· Customer calls or inquiries go unanswered or undocumented.

· Scheduling errors create operational disruption or customer dissatisfaction.

· Customer complaints escalate due to delayed communication or poor follow-up.

· Maintenance agreement opportunities are consistently missed.

· Appointment information is incomplete, inaccurate, or improperly routed.

· System records contain repeated documentation errors or omissions.

KPI’s

1. Call Handling Responsiveness

Definition: Percentage of inbound customer communications answered or responded to within established response standards.

Target: 95% response compliance or greater

Review Cadence: Monthly

Data Sources: Phone Logs, Email Activity Reports, Text Communication Records

System of Record: Phone System and CRM Platform

Data Integrity Owner: VP of Sales

Why: Timely customer response protects company reputation, reduces customer loss risk, and improves operational scheduling opportunities.

2. Appointment Booking Accuracy

Definition: Percentage of service appointments entered without scheduling, customer information, or dispatch errors.

Target: 98% accuracy or greater

Review Cadence: Monthly

Data Sources: Dispatch Corrections, Scheduling Audits, Customer Records

System of Record: Servman

Data Integrity Owner: Service Director

Why: Accurate scheduling protects dispatch efficiency, reduces operational disruption, and minimizes lost productivity costs.

3. Maintenance Agreement Conversion Rate

Definition: Percentage of qualified customer interactions resulting in maintenance agreement sales or renewals.

Target: Monthly goal established by management

Review Cadence: Monthly

Data Sources: Cool Club Reports, Customer Follow-Up Logs

System of Record: Servman

Data Integrity Owner: VP of Sales

Why: Maintenance agreement growth increases recurring revenue, improves customer retention, and stabilizes long-term service demand.

4. Customer Concern Resolution Timeliness

Definition: Percentage of customer concerns resolved or escalated within required response time standards.

Target: 95% completed within required timeframe

Review Cadence: Monthly

Data Sources: Customer Complaint Logs, Escalation Records, Follow-Up Documentation

System of Record:

Data Integrity Owner:

Why: Timely issue resolution reduces escalation risk, protects customer relationships, and limits reputational exposure.

5. Documentation & Data Accuracy

Definition: Percentage of customer records, communication notes, and scheduling documentation completed accurately and timely.

Target: 98% accuracy or greater

Review Cadence: Monthly

Data Sources:

System of Record: Servman

Data Integrity Owner:

Why: Accurate documentation protects operational continuity, improves communication reliability, and reduces administrative correction costs.