Customer Service Representative

Job Description

Job Description

Customer Service Representative (CSR)

Lehigh Acres / Cape Coral Area, FL

Schedule: Monday–Friday | 8:00 AM – 4:30 PM

Pay: $20–$25 per hour (based on experience)

*Experience using ServiceTitan is REQUIRED*

Express Employment Professionals has teamed up with a growing home service company in the Lehigh Acres / Cape Coral area is seeking a Customer Service Representative (CSR) . This role is ideal for someone who enjoys working in a fast-paced environment, providing excellent customer service, and coordinating service schedules for field technicians.

This position plays an important role in delivering a positive customer experience while helping maintain efficient daily operations.

Position Overview

The Irrigation CSR is responsible for managing inbound and outbound customer communication, scheduling service appointments, and supporting technicians in the field. This role also assists customers with service inquiries and promotes preventative irrigation maintenance programs.

Key Responsibilities

Customer Communication & Support

• Answer inbound phone calls, texts, and online inquiries from customers.
• Provide friendly, professional service and respond promptly to customer needs.
• Listen to customer concerns and help determine the appropriate irrigation service.
• Educate customers on irrigation services, repairs, and seasonal maintenance.

Scheduling & Dispatch

• Create and update service tickets in scheduling/dispatch software.
• Coordinate technician schedules based on location, travel time, and service priority.
• Monitor daily schedules and adjust for emergencies, add-ons, or reschedules.
• Maintain accurate customer information, property details, and service notes.

Sales & Service Support

• Inform customers about irrigation maintenance programs and service options.
• Recommend additional services when appropriate, such as system inspections or upgrades.
• Follow established pricing guidelines and service recommendations.

Lead Management & Follow-Up

• Respond to new service leads from phone, online inquiries, and messaging platforms.
• Follow up with customers regarding estimates or recommended services.
• Assist with seasonal service reminders and maintenance campaigns.

Administrative Duties

• Process customer payments over the phone.
• Send appointment confirmations and reminders via phone, email, or text.
• Update customer records and service notes in the system.
• Escalate complex issues to management when needed.
• Assist with general office support tasks as required.

Performance Expectations

• Maintain accurate scheduling and strong appointment booking rates.
• Respond to incoming calls promptly and professionally.
• Support technician efficiency by keeping schedules well organized.
• Maintain high customer satisfaction and professionalism in all interactions.
• Ensure customer records and service notes are accurate and complete.

Skills & Qualifications

• 1–2 years of customer service, dispatching, call center, or service industry experience required.
• Experience with dispatch or CRM software is a plus.
• Strong communication and phone skills.
• Ability to multitask and stay organized in a fast-paced environment.
• Comfortable discussing service plans and recommendations with customers.
• Tech-savvy and comfortable using phone systems, scheduling software, and texting platforms.

Work Environment & Benefits

• Monday–Friday schedule (8:00 AM – 4:30 PM)
• Fast-paced, team-oriented office environment