After-Hours Customer Service Representative

Yellowstone Local is a staffing and recruiting agency dedicated to supporting the skilled trades industry. We connect high-performing talent with growing home service companies across the U.S. Our clients, leaders in HVAC, plumbing, electrical services, and beyond, depend on skilled professionals to help drive their business growth. At Yellowstone Local, we take pride in matching the right people with the right opportunities, ensuring long-term success for both our clients and candidates.

Position Overview

• We’re hiring a Remote After-Hours Customer Service Representative to ensure no inbound lead, emergency call, or service request goes unanswered.

• You’ll be the first point of contact for customers reaching out during evenings and weekends.

• Your mission: respond fast (target: under 2 minutes), schedule accurately, and convert inquiries into booked service appointments.

• This role is ideal for someone calm under pressure, detail-oriented, and confident, juggling phone calls, SMS, web chat, and CRM systems simultaneously.

• You’ll play a direct role in protecting revenue, improving customer experience, and helping a growing home services company win more jobs.

Key Responsibilities

Inbound Response (Primary)

• Answer after-hours inbound calls with professionalism and urgency.

• Respond quickly to inbound texts, live web chats, and online lead submissions.

• Monitor third-party lead platforms such as Angi’s and other home services sources.

• Triage emergency service requests and capture complete, accurate job details.

• Ensure no lead is left without a timely response.

Scheduling & Customer Experience

• Schedule service appointments accurately using ServiceTitan (or similar CRM).

• Confirm customer details, service concerns, and availability.

• Set clear expectations without overpromising services or timelines.

• Deliver a strong customer experience that builds trust and confidence.

Follow-Up & Lead Conversion (Secondary)

• Execute structured follow-up on missed calls and unresponsive leads.

• Perform same-day and multi-day follow-up without overwhelming prospects.

• Make outbound calls and send SMS messages during slower periods to re-engage open opportunities.

• Support outbound campaigns to book maintenance visits and pending estimates.

Tracking & Documentation

• Document all interactions clearly inside ServiceTitan (notes, tags, outcomes).

• Maintain accurate lead disposition and booking data.

• Ensure clean, organized handoffs to daytime team members when needed.

Performance Expectations

• Maintain speed-to-lead response times within 2 minutes for new inquiries.

• Consistently convert inbound leads into booked service appointments.

• Follow structured follow-up cadences with full compliance.

• Deliver accurate scheduling and high-quality customer interactions.

Why Work With Yellowstone Local:

• 100% remote work setup with flexibility based on client needs

• Be part of a growing team that supports top-tier brands in the skilled trades

• Receive dedicated training and support from both Yellowstone Local and the client

• Unlock long-term growth opportunities and stability based on your performance

What’s in it for you

• Competitive hourly pay: $6–$7 per hour, based on experience (especially ServiceTitan and home services background).

• Approximately 45 hours per week, with flexibility based on call volume and seasonality.

• Primary target shifts: 1:00 pm-9:00 pm or 2:00 pm-10:00 pm (local time).

• Required weekend coverage (rotating or set schedule based on business needs).

• Light average nightly call volume (often under 15 calls), with opportunity to focus on follow-up and outbound conversion during slower periods.

• Direct impact on company growth, revenue protection, and customer satisfaction.

• Work in a fast-paced home services environment supporting HVAC, plumbing, and electrical operations.

• Long-term stability with performance-based growth opportunities.