As a Nights & Weekends CSR, you’ll be the voice of our clients during their off-hours—answering calls, responding to web leads, and scheduling appointments using ServiceTitan. Your role requires exceptional communication skills, professionalism, and empathy, ensuring a positive customer experience. With an upbeat attitude and persuasive approach, you will effectively secure booked appointments while delivering excellent service.
Position Responsibilities:
- Engage callers in a natural, friendly conversation while accurately collecting and inputting lead information into the client’s CRM.
- Follow account-specific instructions including scripted verbiage, appointment scheduling and call dispatch 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 call outcomes appropriately, honestly, and accurately
Position Requirements
- 2+ years of experience in a high-volume virtual call center required
- 1+ years of experience in a customer-facing role for HVAC/Plumbing or Electrical contractors 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.
Technology Requirements:
- Desktop or Laptop with either a Windows (8gb RAM) or Mac Operating System.
- Webcam, speakers and a second monitor.
- High-Speed Internet with a wired ethernet connection and highspeed connection.
- 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 if needed)
Skills Required
- 2+ years of experience in a high-volume virtual call center
- 1+ year of customer-facing experience with HVAC, plumbing, or electrical contractors
- Typing speed of 30 words per minute with 94% accuracy
- Fluent English reading, writing, and speaking skills
- Excellent written and verbal communication, spelling, and grammar skills
- Ability to handle high-volume callers in a virtual environment
- Experience with inbound and outbound calls
- Experience initiating outbound calls and scheduling appointments
- Willingness and ability to pass a criminal background check
- Desktop or laptop with Windows or Mac operating system and at least 8 GB RAM
- Webcam, speakers, and a second monitor
- Wired fiber or cable internet connection with at least 10 Mbps upload and 50 Mbps download speeds
- Ability to connect directly to the router or modem using an Ethernet cable
What We Do
Pink Callers provides dedicated fractional remote customer service representatives to home-service contractors, including HVAC, plumbing and electrical businesses. Its CSRs learn each client's scripts, team and service area, handle incoming calls and customer interactions, and book jobs; pAIge AI supports overflow so leads are not lost to voicemail. The company positions its offering as a ServiceTitan-certified call center and also supports Housecall Pro.
