AI Customer Service Representative at TurnPoint Services

Wayne State University; Gaithersburg (MD); On-site; USD 20,664 - 34,440; Full time

Benefits offered by this job

Direct exposure to executive leadership

Real ownership of projects

Consideration for future opportunities

Job summary

TurnPoint Services is looking for a dedicated AI Intern for a 12-week, full-time, paid internship in Gaithersburg, Maryland. The role offers hands-on experience in evaluating AI performance related to customer interactions and includes access to executive leadership during a cohort-based program.

Ideal candidates are undergraduates (Juniors/Seniors) with a strong analytical mindset and a passion for data-driven insights, plus the opportunity for future roles within TurnPoint.

Qualifications

• Current student in business, operations, analytics, or related field.
• Must be eligible to work in the U.S. without sponsorship.

Responsibilities

• Review AI-handled customer interactions.
• Identify patterns and gaps in AI performance.
• Make actionable recommendations for improvements.

Skills

Analytical mindset

Attention to detail

Data handling

Ownership mindset

Education

Undergraduate (Junior/Senior)

Job description

TurnPoint Services

Gaithersburg, Maryland, United States (On-site)

About the Role

TurnPoint Services is a private equity-backed home services platform operating across HVAC, Plumbing, and Electrical brands nationwide. We build teams and systems that drive performance - and we're now doing the same with AI. This summer, we’re bringing in a small group of high-caliber interns to work at the intersection of AI and real-world operations. This is not a shadowing role. You'll be inside the business — evaluating how AI handles customer calls, identifying what's working (and what's not), and helping us improve how we book jobs and serve customers at scale.

Program Overview

• 12-week, full-time, paid internship
• On-site at one of our brands
• Cohort-based experience - small, selective group
• Weekly working sessions + calibration
• Weekly access to ELT and Department Leaders

What You'll Do

• Review AI-handled customer interactions
• Identify patterns, gaps, and missed opportunities
• Turn insights into clear, actionable recommendations
• Partner with Operations, Contact Center, and Revenue teams
• Contribute to improving AI performance in a live environment

What You'll Deliver

• Weekly insights on call quality and performance
• Documented examples of breakdowns and root causes
• Recommendations that improve booking and customer experience
• A final AI CSR playbook scalable across brands

What We're Looking For

• Undergraduate (Junior/Senior) — business, operations, analytics, or similar
• Analytical and detail-oriented
• Comfortable working with data and high volumes of information
• High ownership mindset
• No H1B transfer
• Candidates must be authorized to work in the U.S. without current or future sponsorship. These are short-term, cohort-based roles tied to immediate business needs, so we're prioritizing speed, simplicity, and compliance.

Bonus

Exposure to customer service, call centers, or service businesses

Why This Matters

AI is only as effective as how it's applied. Most companies rely on vendors to figure it out. We don't — we build and improve inside our own operation.

What You'll Get

• Real ownership - not busy work
• Direct exposure to executive leadership
• Experience tied to revenue and operational outcomes
• Consideration for future opportunities with TurnPoint