This is a great opportunity to join a growing company with a supportive team, develop your skills, and grow professionally in the home services industry.
Company Profile:
Our client is a repair and maintenance service provider based in California, specializing in residential and commercial appliance repair, installation, maintenance, and sales. It serves customers throughout Los Angeles County, offering reliable and professional services for major home appliances.
Our client values customer satisfaction, quality workmanship, and professionalism. It also promotes a supportive work environment by providing ongoing training, career growth opportunities, and year-round work for its technicians.
Overall purpose and responsibilities of the role:
The Customer Service Representative will be responsible in handling customer inquiries, appliance repair bookings, technician scheduling, service updates, and complaint resolution, along with basic administrative tasks and payment processing.
Duties and Responsibilities:
Our client is expanding its Customer Service team (currently 5 CSRs) and is hiring an additional Customer Service Representative. The CSR will manage inbound and outbound calls related to appliance repair appointments, acting as the key liaison between customers and technicians.
- Manage end-to-end customer support and light dispatching functions.
- Handle inbound calls from customers booking appliance repairs, requesting service updates, or raising complaints.
- Make outbound follow-up calls to confirm appointments, provide parts/technician arrival updates, and proactively inform customers of delays.
- Use the company’s CRM and dispatching tools to schedule and manage technician appointments based on availability, location, and appliance type.
- Resolve customer issues independently, including complaints, technician delays, missed appointments, and last-minute cancellations.
- Respond to customer inquiries via phone, email, and text message.
- Handle basic admin tasks: updating customer records, preparing reports, and processing pricing/payments.
- Follow the company’s operations manual and escalate only when truly necessary - owning tasks rather than over-asking questions.
Requirements
- At least 2 to 5 years of relevant customer service experience (open to candidates from any industry).
- Strong independent problem-solving skills - must be able to resolve customer issues without constant hand-holding; expected to “own” tasks once assigned.
- Reliable, consistently at the computer/desk during shift hours to ensure customer calls are answered promptly.
- Positive, upbeat attitude/culture fit - company places high value on happy, engaged employees who can speak up constructively if issues arise.
- Good communication skills across phone, email, and text.
- Comfortable with outbound and inbound calling, including delivering difficult updates (e.g., delays) proactively.
- Willingness and ability to learn new tools quickly (training provided on CRM/dispatch software -e.g., ZenDesk-type platform and ClickUp).
Nice to have:
- Prior experience in a home services business (strongly preferred - explicitly called out as “a plus”).
- Background in tech support / voice account roles is acceptable.
Job type: Permanent
Emp type: Full-time
Schedule: Monday - Friday, 8:00 AM to 5:00 PM PST (11:00 PM to 8:00 AM Philippine time) (1-hour lunch break)
Location: Remote/Work from home
Industry: Repair and Maintenance
Expertise: Customer Service, Outbound and Inbound calls