Sr. Customer Service Representative

Role overview

Provide experienced customer support for home service jobs, helping customers, field teams, and vendors move work toward completion. The role handles routine and escalated questions through phone, email, and text, while coordinating a portfolio of cases and following established service processes.

Responsibilities

- Answer inbound calls and make outbound calls to customers and field teams to address questions and provide updates. - Handle complex or escalated inquiries from internal and external customers, using sound judgment to resolve issues or route them to the right person. - Monitor shared email inboxes and respond to requests, following up to help close open customer issues. - Coordinate between field personnel, vendors, and customers; provide consistent communication and feedback to external partners. - Use service systems and procedures to manage customer transactions and maintain productive relationships.

Requirements

- At least 18 years old and legally authorized to work in the United States. - High school diploma or GED level of knowledge and skills. - Typically at least 1 year of work experience; 2 years is preferred. - Strong written and verbal communication, customer focus, and ability to collaborate across teams. - Ability to handle complaints, negotiate, and resolve disputes with both customers and colleagues. - Working knowledge of Microsoft Office is preferred.

Benefits and work setup

Indoor work with no travel required. Most work is performed seated or standing in one location; occasional handling of light items may be needed.