Customer Service Representative

DPC Services Group; Forsyth (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

DPC Services Group in Forsyth, GA is seeking a Customer Service Representative to be the first point of contact for customers requesting service. You will manage incoming calls, verify information, and create or update records to support reporting and scheduling.

The role emphasizes clear communication, data accuracy, and adherence to call-handling procedures. You will book jobs in ServiceTitan, explain fees and payment expectations, and coordinate with dispatch to ensure timely service.

Qualifications

• Clear phone communication and strong customer service skills.
• Attention to detail with accurate data entry and record keeping.
• Experience in call centers or customer service environments preferred; willingness to learn.

Responsibilities

• Handle incoming calls promptly and courteously; identify customer needs.
• Verify contact information, service address, and history; update records.
• Gather service details and escalate urgent issues per policy.
• Book calls in ServiceTitan with correct unit, type, campaign and notes.
• Explain service fees, deposits, expectations, and payment processes.
• Schedule within approved windows and coordinate with dispatch when needed.
• Document outcomes, follow up on incomplete bookings, and route non-service inquiries.
• Protect customer data and payment information.

Skills

Phone communication

Customer service

Data entry

Multitasking

Tools

ServiceTitan

Job description

DPC Services delivers expert, licensed services across Middle Georgia with the integrity, accountability, and craftsmanship you expect from a family-owned business since 1989. From single-family homes to restaurants, schools, and city water mains—we handle every job with professionalism, attention to detail, and a commitment to doing the job right the first time.

More Than Service. It's the DPC Standard.

About the role

The Customer Service Representative serves as the first point of contact for customers requesting service. This role manages incoming calls, delivers a professional customer experience, and creates accurate ServiceTitan bookings that supports accurate reporting and effective technician scheduling.

What you'll do

• Answer incoming calls promptly and courteously; identify customer needs and follow approved call handling procedures.
• Verify customer contact information, service address, and service history; create or update records accurately.
• Gather the reason for service, urgency, access instructions, and relevant job details. Escalate urgent concerns according to company procedures.
• Book incoming calls through the ServiceTitan call bubble using the correct business unit, job type, campaign information, and detailed notes. Apply approved demand, maintenance, and membership classifications.
• Explain approved service fees, deposits, payment expectations, and arrival windows; follow company policies for phone estimates and payment collection.
• Book within approved scheduling availability and coordinate with the DSR when capacity or technician requirements need review.
• Record accurate outcomes and reasons for unbooked calls, route nonservice inquiries, and follow up on incomplete incoming bookings.
• Document customer concerns and communicate booking changes, special requirements, and urgent requests to the DSR.
• Protect customer and payment information.

Qualifications

• Clear phone communication, customer service skills, and the ability to remain calm during busy periods or difficult conversations.
• Strong attention to detail, accurate data entry, and the ability to manage several tasks while maintaining reliable records.
• Customer service or call center experience preferred. ServiceTitan and home service industry experience preferred; willingness to learn required.

Performance Measures

Performance is evaluated against leadership-established goals for eligible inbound call booking rate, booking accuracy, call

handling responsiveness, documentation quality, and customer experience.