Customer Service Representative

Finch Electrical Heating & Air; Savage (MN); On-site; USD 22,000 - 33,000; Full time

Job summary

Finch Electrical Heating & Air is seeking a Customer Service Representative to deliver outstanding service while supporting residential electrical and HVAC service operations. You will answer calls, schedule appointments, dispatch technicians, coordinate permits, and organize jobs from booking to completion.

Ideal candidates are highly organized, detail-oriented, and able to multitask in a fast-paced environment, ensuring clear communication with customers, technicians, and management throughout

Qualifications

• Previous experience in customer service, dispatching, scheduling, or office coordination preferred.
• Experience in HVAC, electrical, or home service industry is a plus.
• Strong communication skills and attention to detail.

Responsibilities

• Answer incoming customer calls promptly and professionally.
• Schedule residential electrical and HVAC service appointments based on customer needs and technician availability.
• Dispatch service calls to technicians based on location and skill requirements.
• Enter and maintain customer information, job details, and notes in ServiceTitan.
• Communicate scheduling changes and updates to customers and team members.
• Maintain documentation and records; coordinate permits and inspections as needed.

Skills

Customer service

Dispatching

Scheduling

Data entry

Communication

Education

High school

Tools

Service Titan

Job description

• Base Pay $16.00 - $24.00 / Hour
• Employee Type Full-Time Non-Exempt
• Required Degree High school
• Manage Others No

Description

Customer Service Representative (CSR)

Job Summary:

As a Customer Service Representative at Finch Electrical Heating & Air, you will play an essential role in delivering exceptional customer service while supporting the daily operations of our residential electrical and HVAC service departments. This position is responsible for answering incoming customer calls, scheduling service appointments and installations, dispatching technicians, coordinating permits, and ensuring jobs are properly organized from initial booking through completion.

The ideal candidate is highly organized, detail-oriented, and comfortable managing multiple responsibilities in a fast-paced environment. You will work closely with customers, technicians, installers, and management to ensure efficient scheduling, clear communication, and a seamless customer experience.

Customer Service & Call Management

Answer incoming customer calls promptly and professionally.

Schedule residential electrical and HVAC service appointments based on customer needs, technician availability, and scheduling capacity.

Respond to customer inquiries regarding services, appointments, scheduling, and job updates.

Make outbound calls to confirm appointments, follow up with customers, and coordinate scheduling needs.

Accurately enter and maintain customer information, job details, and appointment notes in ServiceTitan.

Communicate scheduling changes, delays, and appointment updates to customers.

Provide a positive and professional customer experience throughout every interaction.

Dispatching & Daily Schedule Management

Review and prepare daily and upcoming service schedules to maximize technician efficiency.

Assign and dispatch service calls to technicians based on location, availability, skill set, and job requirements.

Monitor technician progress, routes, and arrival times throughout the day.

Adjust schedules in real time to accommodate cancellations, emergencies, delays, and additional service requests.

Maintain appropriate daily call capacity while minimizing technician downtime and unnecessary travel.

Communicate with technicians throughout the day regarding scheduling changes, customer needs, and job updates.

Coordinate with the CSR team and management to ensure efficient scheduling across both electrical and HVAC departments.

Schedule residential electrical and HVAC installations based on crew availability, job requirements, and customer preferences.

Coordinate installation dates with customers, installers, and management.

Ensure installation jobs are properly scheduled and all necessary job information is documented.

Confirm required permits, materials, equipment, and other job preparations are addressed before installation.

Communicate installation details, expectations, and scheduling updates to customers.

Coordinate rescheduling when necessary due to weather, material delays, or other unforeseen circumstances.

Monitor upcoming installation schedules to ensure jobs are prepared and ready to proceed.

Prepare, submit, and track electrical and HVAC permit applications with the appropriate municipalities and jurisdictions.

Ensure permits are obtained in a timely manner to avoid installation delays.

Maintain accurate records of permit applications, approvals, and associated documentation.

Coordinate required inspections with municipalities, inspectors, technicians, and customers.

Track inspection results and follow up on any outstanding permit or inspection requirements.

Communicate permit statuses and inspection scheduling updates to the appropriate team members.

Ensure permit and inspection documentation is properly maintained and associated with the correct jobs.

Serve as a primary point of contact for technicians regarding scheduling, customer communication, and job-related needs.

Conduct job debriefs with technicians to confirm completed work, outstanding tasks, and necessary follow-up appointments.

Verify that job documentation and customer information are accurate and complete.

Confirm payment collection status and communicate any outstanding payment concerns.

Coordinate follow-up service appointments and return visits as needed.

Assist with identifying and coordinating materials or equipment needed for upcoming work.

Administrative & Operational Support

Maintain accurate and organized records within Service Titan and other company systems.

Assist with tracking open jobs, pending installations, permits, and outstanding scheduling needs.

Communicate with management regarding scheduling conflicts, customer concerns, and operational priorities.

Support the CSR team with incoming calls, appointment booking, and general administrative responsibilities.

Assist with additional office and operational tasks as needed to support efficient daily operations.

Job Knowledge, Skills & Abilities

Previous experience in customer service, dispatching, scheduling, or office coordination preferred.

Experience in the HVAC, electrical, plumbing, or home service industry is a plus.

Strong communication skills with the ability to provide professional and friendly customer service.

Excellent organizational skills and attention to detail.

Ability to multitask, prioritize responsibilities, and work efficiently in a fast-paced environment.

Strong problem-solving skills and the ability to adapt quickly to changing schedules and priorities.

Comfortable handling a high volume of incoming and outgoing phone calls.

Proficiency with computers, data entry, and scheduling software.

Experience with Service Titan or similar field service management software preferred.

Familiarity with municipal permitting and inspection processes preferred, but not required.

Ability to work collaboratively with technicians, installers, office staff, and management.

Dependable, self-motivated, and capable of working independently while maintaining a team-oriented mindset.

Commitment to delivering exceptional customer service and maintaining company standards.

Physical Demands

This position primarily involves working in an office environment and requires extended periods of sitting, computer use, and telephone communication. Occasional standing, walking, bending, or reaching may be required. Must be able to lift up to 25 pounds occasionally.

Work is primarily performed in a professional office environment with frequent telephone communication, computer use, and interaction with coworkers. The position may involve periods of high call volume, competing priorities, and time-sensitive scheduling demands. Noise levels are generally moderate.

Certificates/Licenses

No specific certifications or licenses are required for entry into this position.

This job description is not intended to be an exclusive or exhaustive list of all job functions. Employees may be asked to perform additional duties as needed to support the operations of Finch Electrical Heating & Air.