Senior Customer Service & Scheduling Specialist

Allbritten Heating, Air Conditioning, Plumbing, and Electrical; Fresno (CA); On-site; USD 52,000 - 60,000; Full time

Job summary

Allbritten Heating, Air Conditioning, Plumbing, and Electrical is seeking a Professional Customer Service Representative (CSR-III) to lead complex customer interactions and service recovery for residential service calls in Fresno, CA. You will balance empathy with operational execution to improve scheduling efficiency and technician utilization while protecting customer relationships.

The role requires 3+ years in fast-paced customer service, strong communication, and proficiency with scheduling

Qualifications

• 3+ years of customer service experience in a fast-paced environment (call center, dispatch, scheduling, or customer support).
• Proven ability to manage escalations and challenging customer interactions professionally.
• Strong proficiency with scheduling software, CRM systems, and Microsoft Office/Google tools.
• Demonstrated ability to multitask, prioritize, and maintain accuracy under pressure.
• Strong written and verbal communication skills and conflict-resolution capability.

Responsibilities

• Customer Experience & Service Recovery: Serve as a primary escalation point for high-risk or sensitive customer situations, de-escalate concerns with empathy and ownership, and align outcomes with Allbritten policies.
• Scheduling & Operational Excellence: Schedule, adjust, and optimize service appointments using dispatch/CRM systems while balancing customer needs, technician skill sets, geography, urgency, and capacity.
• Sales Support & Revenue Awareness: Support booking outcomes through confident call control, explain next steps, and identify opportunities to save cancellations and reschedule.
• Documentation & Compliance: Document customer interactions accurately in the CRM/dispatch system, follow call handling standards and privacy expectations.
• Team Leadership (Non-Supervisory): Share best practices, reinforce standards, and assist during peak volume without formal supervisory authority.

Skills

Customer service

Scheduling software

CRM systems

Microsoft Office / Google tools

Multitasking under pressure

Tools

CRM systems

Microsoft Office

Google Workspace

Job description

Allbritten Heating, Air Conditioning, Plumbing, and Electrical is seeking a Professional Customer Service Representative (CSR-III) to lead complex customer interactions and service recovery for residential service calls in Fresno, CA. You will balance empathy with operational execution to improve scheduling efficiency and technician utilization while protecting customer relationships.

The role requires 3+ years in fast-paced customer service, strong communication, and proficiency with scheduling