Remote Customer Service & Booking Specialist

ICES: Data, Discovery, Better Health; Monterey Park (CA); Remote; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health, dental, vision, and life保险

401(k) retirement savings plan

Paid time off (PTO)

Paid training programs

Team events and celebrations

Job summary

Monkey Wrench Plumbing, Heating, Air & Electric is seeking a Customer Service & Booking Specialist to turn inquiries into scheduled appointments, providing empathetic and urgent support from a home-based setup in the United States.

You’ll handle inbound and outbound calls, book appointments, update CRM records, and coordinate with dispatch to ensure technicians are where needed most. Training is provided, and compensation is $20–$24 per hour with bonus opportunities, plus comprehensive benefits.

Qualifications

• 3-5 years of customer service and/or appointment-setting experience in HVAC, plumbing, electrical or home services.
• Strong English communication skills, both spoken and written.
• Clear, professional phone presence with excellent etiquette.
• Organized, detail-oriented, and solution-focused.
• Tech-savvy with CRM systems.

Responsibilities

• Answer inbound calls promptly and create a positive first impression.
• Outbound calls to schedule appointments and convert inquiries into bookings.
• Update customer information and appointment details in CRM.
• Coordinate with dispatch and management to ensure smooth scheduling.
• Meet booking targets while maintaining high customer care standards.

Skills

Customer service

Appointment setting

CRM software

Tools

Service Titan CRM

Job description

With over 17 years of proven success, Monkey Wrench Plumbing, Heating, Air & Electric is founded upon a commitment to excellence, high standards, and an unwavering dedication to both team and customer satisfaction. Central to our values is our mission: to provide an elevated service experience to our members and their homes. We invest in our people, support their professional growth, and consistently strive to deliver exceptional service - both within our organization and to the communities we serve.

The Role!

Be The Voice That Turns Calls Into Care!

At Monkey Wrench Services, we’re looking for a Customer Service & Booking Specialist who brings urgency, empathy, and problem-solving skills to every customer interaction. If you’re a natural communicator who thrives in fast-paced environments, knows how to connect with people, and can confidently turn inquiries into scheduled appointments, we want you on our team!

You’ll be the first point of contact for our customers - listening with empathy, responding with urgency, and guiding them toward solutions. Your role is critical: every call you take ensures our technicians are where they’re needed most, and every appointment you book helps a customer feel supported and cared for.

What We Offer:

• Stable Monday-Friday schedule with occasional overtime and weekends as needed
• Vibrant company culture with regular events and team celebrations
• Growth and advancement opportunities through ongoing training and career development
• Supportive, team-based environment with caring, engaged leadership
• Comprehensive benefits including health, dental, vision, and life insurance
• 401(k) retirement savings plan
• Paid time off (PTO) for personal time and rest
• Paid training programs to help you grow professionally
• Competitive pay: $20-$24/hour (with bonus opportunities), based on experience.
• Fully remote role within the U.S.

What You'll Do!

• Answer inbound calls promptly, creating a positive and reassuring first impression.
• Make outbound calls to schedule appointments, follow up with customers, and convert inquiries into bookings.
• Show empathy by listening carefully to customer concerns and building trust through clear communication.
• Demonstrate urgency in resolving customer needs and ensuring timely scheduling.
• Guide customers confidently through the booking process, addressing questions and offering solutions.
• Update customer information and appointment details accurately in our CRM.
• Coordinate with dispatch and management to ensure smooth scheduling and communication.
• Meet booking targets while maintaining high standards of customer care.
• Learn and use Service Titan CRM (training provided).

What We're Looking For!

• 3-5 years of customer service and/or appointment-setting experiencein HVAC, plumbing, electricalor home services.
• Strong English communication skills, both spoken and written.
• Clear, professional phone presence with excellent etiquette.
• Ability to build rapport quickly and handle calls with confidence.
• Organized, detail-oriented, and solution-focused.
• Tech-savvy and comfortable with CRM systems.
• Self-motivated team player who thrives in a performance-driven environment.
• Reliable internet and a professional work-from-home setup

Nice To Haves:

• Experience with Service Titan or similar CRM platforms.

Why Join Us?

At Monkey Wrench Plumbing, Heating, Air & Electric, our success is driven by the talent and dedication of our team. We’re committed to fostering a workplace where every individual feels valued, supported, and empowered to grow. If you're a dispatch professional who thrives on building meaningful connections and making a positive impact, we’d love to have you on our team!

Equal Opportunity Employer

Monkey Wrench Plumbing, Heating, Air & Electric is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender, veteran status, disability, or any other protected classification. Pre-employment background check and drug screening are required.