Home Services Call Center Agent (ServiceTitan CRM Specialist)

About Nexa Receptionists:

Nexa Receptionists’ 24/7/365 live answering service is a home-services focused call center that handles leads through inbound and outbound calling, chat and SMS services, appointment scheduling, customized scripts and reporting, web form follow up, increased prospective client conversion and direct integration to existing software. 

Summary of Position:

Service Titan, HouseCall Pro or Sera Experience wanted! You will serve as the first point of contact for customer service and appointment setting calls for our fast paced, elite home services clientele. You will provide exceptional service by communicate effectively, professionally and compassionately, while applying an upbeat customer service attitude in all forms of communication and persuasion to secure booked appointments efficiently.

*** MUST BE AVAILALE TO WORK WEEKENDS & HOLIDAYS***

Position Responsibilities:

• Conversationally collect and correctly input caller information accurately to qualify a lead in client’s CRM
• Follow account specific instructions including scripted verbiage, appointment scheduling and call transfers procedures
• Identify and escalate issues accordingly
• Adjust communication style for each call, conveying confidence and empathy where appropriate
• Meet productivity goals
• Maintain call control while providing exceptional customer service
• Manage and record off system time appropriately, honestly, and accurately

Requirements

Minimum Requirements:

• 2+ years of experience in a high-volume virtual call center required
• 1+ years of experience in a customer facing role, preferably within the home services or HVAC industry required
• ServiceTitan, HouseCall Pro or Sera CRM experience required
• Ability to type 30 wpm with 94% accuracy
• Ability to read, write and speak English fluently
• Excellent written and verbal communications skills, specifically spelling and grammar
• Ability to handle a high-volume of callers in a virtual environment
• Experience managing both inbound and outbound call types
• Experience with initiating outbound calls and appointment scheduling, while ensuring a seamless and efficient customer experience
• Applicants must be willing to undergo and successfully pass a criminal background check and pre-employment drug screening
• Must meet the following internet requirements:
• Internet connection type: Fiber or Cable internet service provider (Satellite, DSL & WiFi are NOT supported)
• High speed internet (at least 10 Mb upload and at least 50 Mb download)
• Capability to directly connect into your router/modem with an ethernet cable (ethernet cable will be provided)

Benefits

We’ve got you covered:

EverService is proud to offer a variety of benefits to support employees and their families, including:

• Remote-First Environment
• Medical, Dental, & Vision Insurance
• Company 401(k) Matching
• Monthly Phone & Data Stipend
• Paid Vacation & Sick Time Off
• Paid DOUBLE your hourly rate, when working company observed holidays

About EverService Holdings, LLC:

EverService is a global provider of tech-enabled business solutions for companies of all sizes, helping them to grow and scale with digital marketing, website design & development, scheduling & booking services, 24/7 answering services, inbound & outbound sales, live virtual receptionists, client & patient intake, and IT services. The company focuses on end-to-end solutions specialized for the legal, medical, home services, retail and technology industries integrated with clients’ CRM, EHR and operational systems.

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.