Job Description

Job Description

Job Description

Customer Service Representative / Scheduler - Be the Voice of Excellence!

Do you thrive in a fast-paced environment, enjoy helping others, and want to grow with a company that values innovation and teamwork?

Intelligent Design Air Conditioning, Plumbing, Solar & Electric is seeking a dedicated, detail-oriented Customer Service Representative / Scheduler to join our exceptional team! We’re looking for a compassionate and organized individual who takes pride in delivering top-notch service, ensuring every customer interaction reflects our commitment to excellence. If you’re someone who loves building relationships, excels in problem-solving, and can handle a dynamic workflow with ease, this is the perfect role for you.

As a CSR/Scheduler at Intelligent Design, you’ll be the first point of contact for our customers, setting the tone for their entire service experience. Intelligent Design is Tucson’s leading home service company, and we need a driven team player who’s ready to support our mission of providing unmatched customer service and expert solutions.

Job Responsibilities:

In the role of Customer Service Representative / Scheduler , you will:

• Manage Inbound and Outbound Calls – Answer calls from customers seeking assistance with HVAC, plumbing, solar, and electrical services, providing knowledgeable responses and friendly support.
• Schedule Service Appointments – Efficiently coordinate and book service appointments, optimizing schedules to reduce technician downtime and enhance customer satisfaction.
• Coordinate with Service Teams – Collaborate with field technicians, dispatchers, and sales teams to ensure smooth scheduling and effective communication throughout the customer journey.
• Provide Follow-Up and Reminders – Make outbound calls to confirm appointments, remind customers of upcoming services, and handle any rescheduling needs as they arise.
• Respond to Customer Inquiries – Address customer questions, concerns, and requests, ensuring a high level of service and positive experience with every interaction.
• Update and Maintain Customer Records – Accurately document customer information, service requests, and appointment details in ServiceTitan, ensuring records are up-to-date and easily accessible.
• Identify Upsell Opportunities – Proactively recognize and communicate additional service needs or upsell opportunities, collaborating with the sales team to provide customers with the best solutions.

Core Competencies:

To excel in this role, you should demonstrate:

• Strong Communication Skills – Ability to speak clearly, listen attentively, and convey information with confidence and empathy.
• Customer-Centric Mindset – Genuine passion for helping customers and ensuring their needs are met in a timely, professional manner.
• Organizational Skills – Ability to prioritize and handle multiple calls, appointments, and scheduling tasks efficiently.
• Attention to Detail – Ensure accurate entry of customer information, service notes, and follow-up details with no oversight.
• Adaptability – Comfortable managing a fast-paced environment, adjusting to scheduling changes, and handling high call volumes.
• Problem-Solving Ability – Quickly assess customer needs, address potential conflicts, and provide effective solutions.
• Proactive Attitude – Anticipate customer needs, follow up on service requests, and identify areas for improved efficiency.

Required Qualifications:

• Customer Service Experience – Minimum of 1 year of experience in a customer service or scheduling role, preferably within the home service industry.
• ServiceTitan Knowledge – Experience with ServiceTitan or similar scheduling software is highly preferred.
• Effective Communication Skills – Ability to engage with customers in a friendly, professional manner, ensuring a positive experience.
• Organizational Ability – Strong multitasking skills and ability to prioritize tasks under time-sensitive conditions.

Why Intelligent Design? We offer a dynamic work environment with:

• Career Growth Opportunities – We support your professional development with training and advancement within the company.
• Competitive Compensation – Including a bonus structure to reward your contributions to customer satisfaction and company success.
• Comprehensive Benefits Package – Including paid time off, health insurance (50% company-paid), short- and long-term disability, and more.
• Positive Team Culture – Join a fun, collaborative environment where your contributions are valued and encouraged.

Benefits Include:

• Bonus Structure
• Paid Time Off
• 5 Sick Days
• 6 Paid Holidays per Year
• Health Insurance (50% company-paid)
• Short-Term and Long-Term Disability Coverage

Job Type: Full-Time

Work Location: On-Site

Ready to be the welcoming voice for Tucson’s top-rated home service company? Apply today by sending your resume, cover letter, and any relevant information to [email protected] .

Join Intelligent Design and be part of a team that’s committed to customer care, growth, and excellence. Your career in customer service starts here!

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