Job Title: Customer Service Representative
Job Description
This role combines customer service, dispatching, and CRM coordination in a fast-paced office environment. You will serve as the central point of communication for incoming service requests, manage leads from multiple channels, schedule and dispatch technicians, and ensure daily operations run smoothly. You will use modern CRM tools to maintain accurate customer and job data while providing clear and professional communication to customers, technicians, and internal team members.
Responsibilities
Respond to inbound leads from multiple channels, including phone, web, Yelp, Google, and social media.
Follow up with prospective customers and existing inquiries to convert leads into booked jobs.
Classify and prioritize incoming service requests based on urgency and customer needs.
Schedule and dispatch technicians according to urgency, location, and availability.
Triage service calls and dynamically adjust schedules to accommodate changing priorities.
Monitor and manage CRM systems, ensuring customer and job data remains accurate and up to date.
Coordinate daily service operations and adjust routing as needed to maximize efficiency.
Communicate clearly and professionally with customers, technicians, and internal team members.
Assist with onboarding and effective usage of platforms such as Housecall Pro, ServiceTitan, and other CRM tools.
Track lead sources and maintain organized records for reporting, analysis, and follow-up.
Handle inbound calls with professional phone etiquette and provide high-quality customer support.
Perform data entry and administrative support tasks related to dispatching and customer service.
Use Microsoft Office tools to support scheduling, reporting, and communication activities.
Essential Skills
Minimum 4+ years of experience in customer service, dispatching, or a similar role.
Hands-on experience with CRM systems, with ServiceTitan strongly preferred.
Proven experience handling lead follow-up and conversion from multiple channels.
Experience in home services such as plumbing, HVAC, or electrical is highly preferred.
Strong experience in dispatching and scheduling technicians.
Demonstrated ability in lead management and intake processes.
Excellent customer communication skills, both verbal and written.
Proficiency in Microsoft Office Suite, including Outlook, Excel, and Word.
Ability to multitask, prioritize, and adapt effectively in a fast-paced environment.
Strong problem-solving and organizational skills.
Professional phone etiquette and inbound call handling experience.
Customer service and customer support experience with a focus on quality and responsiveness.
Data entry accuracy and attention to detail.
Communication and leadership skills to collaborate with internal teams and field staff.
Experience providing dispatch-focused customer service and administrative support.
Additional Skills & Qualifications
Experience with ServiceTitan or comparable CRM/CLM platforms; alternative CRM experience may be accepted.
Familiarity with home service industry workflows, including plumbing, HVAC, or electrical operations.
Comfort using tools such as Housecall Pro and other CRM platforms.
Ability to support onboarding and training for CRM and dispatch tools.
Strong administrative support skills, including organizing records and reports.
Professional demeanor and appearance aligned with an office-based service environment.
Why Work Here?
You will join a growing company that invests in top talent and provides meaningful opportunities to develop leadership abilities. The organization offers great benefits and a competitive pay philosophy designed to reward high performers. You will work with state-of-the-art equipment supporting field teams and contribute to a well-established brand with a strong reputation. The team culture is tight-knit and collaborative, with direct access to leadership and field technicians, creating a supportive environment where your contributions are visible and valued.
Work Environment
This position is based in an air-conditioned office located in a business complex. Vehicles are dispatched from this location, making it a central hub for coordinating field operations. You will work with modern CRM platforms and office technologies to support dispatch and customer service activities. The environment emphasizes professionalism and reliability, with a focus on efficient communication between the office and field teams.
Job Type & Location
This is a Permanent position based out of Richmond, CA.
Pay and Benefits
The pay range for this position is $72800.00 - $104000.00/yr.
Medical coverage
401(k) matching
Branded company van
ALL tools and equipment provided
Uniforms provided
Local & family-owned company culture
Workplace Type
This is a fully onsite position in Richmond,CA.
Application Deadline
This position is anticipated to close on Jun 12, 2026.
About Aerotek
We know that finding work is hard, and finding meaningful work is harder. Aerotek connects 180,000+ light industrial and skilled trades workers with 14,000+ employers each year, helping our workers navigate an evolving labor market and find jobs that meets their goals, skills and interests. Since 1983, we have provided a variety of career opportunities across North American industry - from short-term assignments at Fortune 500 companies where you can build your skills, to long-term opportunities where you can play a vital role solving for companies' construction, manufacturing and maintenance challenges. Our 1,500+ experienced recruiters across 250+ offices work relentlessly to put our workforce in a position to thrive. Let us rise to meet your challenges and put our people-are everything spirit to the test as your career continues to grow.
Aerotek offers weekly pay, employee benefits including medical, dental & vision, life insurance, health advocacy and employee assistance programs, a 401(k) plan, and employee discounts.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
San Francisco Fair Chance Ordinance:
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI):
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
