Call Center Representative
BLAZE® is a leading company in the heating, cooling, electrical, and plumbing industry, seeking a Customer Service Representative to join their team. The role involves responding to customer inquiries, scheduling service calls, and ensuring efficient communication between customers and field staff.
Responsibilities
- Respond to customer inquiries via phone or email in a timely and professional manner
- Schedule service calls and appointments for HVAC, electrical, and plumbing services, ensuring that field staff has a full schedule of jobs to run
- Make outbound calls to customers to follow up on inquiries, service requests, and bookings
- Confirm appointments with customers and make any necessary adjustments to schedules
- Ensure accurate data entry and update customer records in the CRM system
- Monitor job status and coordinate with the field staff to ensure timely service delivery
- Provide customers with accurate information regarding service options, availability, and pricing
- Manage and prioritize a high volume of calls to ensure efficiency and productivity
- Work closely with the scheduling team to optimize field staff assignments and minimize downtime
- Communicate with customers about promotions, discounts, and available services
- Demonstrates strong multitasking skills by efficiently navigating and managing multiple platforms simultaneously, including Five9, Microsoft Teams, ServiceTitan, Hatch, and Dexcomm (third‑party overflow partner)
Skills
- Minimum of 1-2 years of experience in customer service, preferably in the Trades (HVAC, Plumbing or Electrical) industry
- Excellent verbal and written communication skills
- Strong organizational and time management abilities
- Ability to multitask and manage high volumes of inbound and outbound calls
- Proficient in using customer service software and CRM systems
- Positive attitude and a strong commitment to customer satisfaction
- Ability to work in a fast-paced environment
- Willingness to learn and adapt to new technologies and procedures
- May conduct a pre-employment background check and drug test, subject to applicable law
- Experience using ServiceTitan (preferred, but not required)— familiarity with dispatching, job documentation, invoicing, or field workflows is a plus; we're happy to train the right candidate without prior ServiceTitan experience
Benefits
- Weekly Pay & Paid Training
- Medical, Dental, Vision Insurance
- Health Savings Account
- Short & Long Term Disability
- Company Paid Life Insurance
- PTO including vacation and holiday
- Matching 401(k) 4% Match + ROTH IRA
- On-going training & development
- Plus growth opportunities
Company Overview