Customer Service Representative (CSR) - Call Intake & Scheduling

Overhead Door Company; Colorado Springs (CO); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health insurance

Paid time off (PTO)

401(k)

Paid training

Job summary

Overhead Door Company of Denver is seeking a Customer Service Representative (CSR) to own call intake and scheduling, ensuring every call is answered and every service request is booked. You will use ServiceTitan to create and book service requests and coordinate with dispatchers, technicians, and managers to keep the schedule full and organized.

We value strong verbal and written communication, high organization, and a calm, solution-focused approach.

Qualifications

• Experience in customer service, preferably in a fast-paced environment.
• Proficient verbal and written communication.
• Strong organizational skills and attention to detail.

Responsibilities

• Answer incoming calls professionally and warmly.
• Book service requests and schedule with managers, sales, and technicians.
• Capture accurate customer details and notes.
• Route calls to appropriate departments and monitor open jobs.
• Communicate appointment updates by phone and email.
• Collaborate with dispatchers and field staff to maintain full, efficient schedules.
• Own customer requests from first contact to handoff.

Skills

Customer service

Strong communication

Team player

Education

High school diploma or equivalent

Tools

ServiceTitan

Job description

Customer Service Representative (CSR) – Call Intake & Scheduling

Overhead Door Company of Denver – Denver, CO

Full-time | On-site

About Us

Overhead Door Company of Denver is a locally owned leader in commercial and residential garage door sales, service, and installation. We take pride in responsive, high-quality customer service and strong, long-term relationships with our customers and contractors. We’re looking for a Customer Service Representative (CSR) to own our call intake process — making sure every call is answered, every request is booked, and nothing falls through the cracks.

What You’ll Do

• Answer incoming phone calls from residential and commercial customers in a professional, friendly manner.
• Serve as the first point of contact and create a positive experience on every call.
• Use ServiceTitan to: Create and book service requests.
• Schedule calls onto the calendars of department managers, salespeople, and technicians.
• Capture accurate customer information, job details, and notes.
• Triage calls and route them to the appropriate department (commercial, residential, service, sales).
• Monitor open jobs, follow up on pending items, and help ensure timely responses.
• Communicate with customers via phone and email regarding appointment times, confirmations, and updates.
• Work closely with dispatchers, technicians, and managers to keep the schedule full, organized, and efficient.
• Take ownership of customer requests from first contact through successful handoff.

What We’re Looking For

• Prior customer service experience using ServiceTitan.
• Strong verbal and written communication skills.
• Comfortable working in a fast-paced environment
• with frequent phone calls.
• Highly organized, detail-oriented, and dependable.
• Ability to stay calm, courteous, and solution-focused with customers.
• Team player who takes ownership and follows through.
• High school diploma or equivalent required.

Schedule

• Full-time, Monday–Friday.
• Daytime business hours (7:30-4:00).
• Occasional flexibility may be required based on business needs.

Compensation & Benefits

• Competitive hourly pay ($25-$30).
• Eligibility for overtime as needed.
• Benefits package (health, PTO, 401k).
• Paid training and opportunities for growth within the company.