Customer Service Representative

Punctual Pros is the central hub behind three industry-leading home service brands: Mister Sparky Electric, Benjamin Franklin Plumbing, and One Hour Heating &amp; Air Conditioning. We’re seeking a highly organized and proactive Customer Service Representative to join our in-office team and help ensure smooth, reliable service delivery across all three brands.<br /><br />In this pivotal role, you’ll be the first line of communication for customer inquiries, appointment scheduling, and administrative support. You’ll play a key part in connecting our customers with the right technicians, ensuring job orders are tracked accurately, and coordinating follow-ups. This position is ideal for someone who thrives in a fast-paced environment, communicates clearly, and enjoys bringing structure to dynamic workflows.<br /><br />Key Responsibilities<br />Answer incoming phone calls and provide helpful, professional customer service.<br />Respond to website and Google leads via phone and email; schedule customer appointments efficiently.<br />Reschedule or move up appointments in coordination with the dispatch team.<br />Make proactive outbound calls to fill open appointment slots during slow periods.<br />Follow up on jobs marked “on hold” or “placeholder” to confirm interest or handle cancellations.<br />Confirm appointments, including those scheduled by our external call center.<br />Respond to customer email inquiries regarding services, appointments, and concerns.<br />Schedule inspections for homeowners as needed.<br />Assist customer financing applications (in coordination with team members).<br />This is not an exhaustive list of all duties.<br /><br />What we Offer<br />Health, dental, LTD, STD, accident and vision insurance<br />Paid time off and holidays<br />401(k) with company match<br />Opportunities for professional development and cross-training<br />Supportive, team-oriented work environment<br /><br />Requirements<br />Required<br />Strong communication and customer service skills (phone and written).<br />Ability to stay organized and manage multiple tasks in a fast-paced environment.<br />Proficiency with scheduling tools, spreadsheets, and general office software.<br />Team player with a positive, solution-oriented attitude.<br /><br />Preferred<br />Prior experience in dispatching, customer service, or administrative support.<br />Experience with CRM systems, job scheduling tools, or invoicing software.<br />Familiarity with permitting, utility mark-out processes, or township notifications is a plus.<br /><br />#J-18808-Ljbffr