AdvantaServ · 2 days ago
Customer Service Representative (CSR)/Inside Sales
Idaho Falls, Idaho, United States
Full-time
Onsite
Entry, Mid LevelAdvantaServ is a growing service company specializing in residential and commercial HVAC, plumbing, and electrical solutions. They are seeking a versatile, proactive, and tech-savvy individual for the Customer Service Representative / Inside Sales role, which is critical to the company's growth and involves managing customer interactions, booking appointments, and supporting sales efforts.
Construction
Responsibilities
Respond immediately to all inbound leads via phone, web inquiries, email, and chat, targeting engagement within 5 minutes of lead creation
Convert inbound inquiries into confirmed appointments using urgency, product knowledge, and active listening
Prioritize and follow up on leads that have not yet booked to ensure no opportunity is missed
Leverage scripts and objection-handling techniques to maximize appointment conversion rates
Maintain full calendar coverage by proactively filling open time slots and rescheduling cancellations
Perform outbound calls, including cold calls and self-generated outreach, to drive additional appointment volume
Serve as the first point of contact for both potential and existing customers with warm, professional, and effective communication
Provide accurate information regarding services, pricing, and scheduling
Identify customer needs and pain points to clearly communicate the value of AdvantaServ’s services
Build trust and rapport with homeowners through active listening and clear, concise explanations
Ensure a positive customer experience by following up on completed services, customer concerns, and unresolved issues
Proactively re-engage past customers, incomplete jobs, no-shows, and inactive leads to rebook services
Track customer satisfaction and assist with resolving service-related concerns
Use ServiceTitan daily to accurately enter and manage customer data, service notes, job details, scheduling, and dispatching in real time
Utilize the dispatch board to assign field technicians efficiently while optimizing routes and availability
Monitor technician statuses, job progress, updates, cancellations, and reschedules
Maintain a high degree of data accuracy and completeness to support seamless coordination between office and field teams
Identify and suggest workflow or process improvements using ServiceTitan capabilities
Collaborate with management to leverage ServiceTitan insights for operational and performance decision-making
Assist teammates with ServiceTitan training or troubleshooting when needed
Work closely with outside sales representatives, technicians, and field managers to align appointment volume with revenue goals
Clearly relay qualified lead details, customer expectations, and job context to improve close rates
Participate in team huddles and planning meetings to share insights and opportunities gathered from customer interactions
Support rehash efforts by contacting previously quoted, deferred, or inactive leads to revive interest and secure new appointments
Track and report on daily and weekly KPIs, including: Lead response time, Appointments booked, Conversion percentage, No-show and cancellation rates
Consistently meet or exceed call handling, appointment-setting, and sales contribution goals
Participate in regular coaching and feedback sessions focused on improving call quality, confidence, and conversion
Record, review, and refine call scripts and pitch approaches based on real customer responses and performance data
Stay current on ServiceTitan updates and new features
Provide input on improving workflows, systems, and operational efficiency
Contribute ideas that enhance the customer experience and streamline lead-to-sale handoffs
Help maintain a culture of accountability, professionalism, positivity, and team success
Qualification
Required
Proven experience in customer service and/or dispatching (home services industry preferred)
Proficiency with ServiceTitan or similar CRM/dispatch software, or a strong willingness to master it quickly
Strong organizational skills and attention to detail
Excellent verbal and written communication skills
Ability to multitask and prioritize in a fast-paced environment
High level of accountability and independence
Tech-savvy and eager to learn new systems
Preferred
Previous experience in HVAC, plumbing, or electrical service environments
Bilingual (English/Spanish) is a plus
Benefits
Paid time off and paid holidays
Opportunities for professional growth and cross-training
A positive, team-driven, high-accountability work culture
Company
AdvantaServ
Providing HVAC, Plumbing, & Electrical Solutions To Keep Your Home Running Smoothly.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase