After Hours CSR

Requirements

• 2+ years of high-volume virtual call center experienceMust
• 1+ years of customer-facing experience in HVAC, Plumbing, or Electrical contractingMust
• ServiceTitan CRM experienceMust
• Typing speed of 30+ wpm with 94% accuracyMust
• Fluent English reading, writing, and speakingMust
• Excellent written and verbal communication skillsMust
• Persuasive communication to secure booked appointmentsMust
• Willingness to undergo and pass criminal background checkMust
• Desktop or Laptop with Windows (8GB RAM) or MacMust
• Webcam, speakers, and second monitorMust
• High-speed internet with wired ethernet connection (Fiber or Cable, 10+ Mb upload and 50+ Mb download)Must

What you'll do

• Managing high-volume inbound and outbound calls in virtual environment
• Answering client calls and responding to web leads during off-hours
• Collecting and inputting lead information into client CRM accurately
• Scheduling appointments using ServiceTitan
• Following account-specific instructions and scripted verbiage
• Identifying and escalating issues appropriately
• Adjusting communication style for each caller with confidence and empathy
• Meeting productivity goals
• Maintaining call control while delivering exceptional customer service
• Recording call outcomes accurately and honestly
• Initiating outbound calls for appointment scheduling

About the role

As a Nights & Weekends CSR, you’ll be the voice of our clients during their off-hours—answering calls, responding to web leads, and scheduling appointments using ServiceTitan. Your role requires exceptional communication skills, professionalism, and empathy, ensuring a positive customer experience. With an upbeat attitude and persuasive approach, you will effectively secure booked appointments while delivering excellent service. Position Responsibilities: • Engage callers in a natural, friendly conversation while accurately collecting and inputting lead information into the client’s CRM. • Follow account-specific instructions including scripted verbiage, appointment scheduling and call dispatch procedures • Identify and escalate issues accordingly • Adjust communication style for each call, conveying confidence and empathy where appropriate • Meet productivity goals • Maintain call control while providing exceptional customer service • Manage and record call outcomes appropriately, honestly, and accurately Position Requirements • 2+ years of experience in a high-volume virtual call center required • 1+ years of experience in a customer-facing role for HVAC/Plumbing or Electrical contractors required • Ability to type 30 wpm with 94% accuracy • Ability to read, write and speak English fluently • Excellent written and verbal communications skills, specifically spelling and grammar • Ability to handle a high-volume of callers in a virtual environment • Experience managing both inbound and outbound call types • Experience with initiating outbound calls and appointment scheduling, while ensuring a seamless and efficient customer experience • Applicants must be willing to undergo and successfully pass a criminal background check. Technology Requirements: • Desktop or Laptop with either a Windows (8gb RAM) or Mac Operating System. • Webcam, speakers and a second monitor. • High-Speed Internet with a wired ethernet connection and highspeed connection. • Internet connection type: Fiber or Cable internet service provider (Satellite, DSL & WiFi are NOT supported) • High speed internet (at least 10 Mb upload and at least 50 Mb download) • Capability to directly connect into your router/modem with an ethernet cable (ethernet cable will be provided if needed) Salary: 5-10 Originally posted on Himalayas