AdvantaServ
Customer Service Representative (CSR)/Inside Sales
AdvantaServ, Idaho Falls, Idaho, United States, 83401
AdvantaServ is a growing service company specializing in residential and commercial HVAC, plumbing, and electrical solutions. We are known for our professionalism, reliability, and customer-first approach. As we continue to scale, we are building strong systems, a high-performing team, and a positive, accountable culture.
We are seeking a versatile, proactive, and tech-savvy individual to join our team in a role that is central to daily operations and company growth. While some responsibilities may be delegated to other team members as we grow and expand our administrative staff, this individual will play a key role in shaping processes, workflows, and the future of the administrative team.
Position Overview The Customer Service Representative / Inside Sales (CSR / Inside Sales) role is mission-critical to AdvantaServ’s growth. This position sits at the intersection of customer experience, operational coordination, and revenue generation.
You will serve as the front line of communication for customers and the backbone of support for field technicians, responsible for rapidly responding to inbound leads, proactively generating outbound activity (including cold calls and self-generated outreach), and converting interest into high-quality, confirmed appointments.
This role blends customer service excellence with inside sales performance, requiring urgency, organization, persuasive communication, and disciplined follow-through. The ideal candidate thrives in a fast-paced, metrics-driven environment, takes ownership of outcomes, and is motivated by turning conversations into booked work using ServiceTitan as the operational backbone.
This position supports a growing service organization and requires professionalism, emotional maturity, and a solutions-focused mindset. We value positivity, accountability, and direct communication—this is a low-drama, high-performance role.
Key Responsibilities and Duties 1. Speed-to-Lead Appointment Booking
Respond immediately to all inbound leads via phone, web inquiries, email, and chat, targeting engagement within 5 minutes of lead creation
Convert inbound inquiries into confirmed appointments using urgency, product knowledge, and active listening
Prioritize and follow up on leads that have not yet booked to ensure no opportunity is missed
Leverage scripts and objection-handling techniques to maximize appointment conversion rates
Maintain full calendar coverage by proactively filling open time slots and rescheduling cancellations
Perform outbound calls, including cold calls and self-generated outreach, to drive additional appointment volume
2. Customer Interaction & Relationship Building
Serve as the first point of contact for both potential and existing customers with warm, professional, and effective communication
Provide accurate information regarding services, pricing, and scheduling
Identify customer needs and pain points to clearly communicate the value of AdvantaServ’s services
Build trust and rapport with homeowners through active listening and clear, concise explanations
Ensure a positive customer experience by following up on completed services, customer concerns, and unresolved issues
Proactively re-engage past customers, incomplete jobs, no-shows, and inactive leads to rebook services
Track customer satisfaction and assist with resolving service-related concerns
3. ServiceTitan Platform Ownership
Use ServiceTitan daily to accurately enter and manage customer data, service notes, job details, scheduling, and dispatching in real time
Utilize the dispatch board to assign field technicians efficiently while optimizing routes and availability
Monitor technician statuses, job progress, updates, cancellations, and reschedules
Maintain a high degree of data accuracy and completeness to support seamless coordination between office and field teams
Identify and suggest workflow or process improvements using ServiceTitan capabilities
Collaborate with management to leverage ServiceTitan insights for operational and performance decision-making
Assist teammates with ServiceTitan training or troubleshooting when needed
4. Sales Collaboration & Revenue Growth
Work closely with outside sales representatives, technicians, and field managers to align appointment volume with revenue goals
Clearly relay qualified lead details, customer expectations, and job context to improve close rates
Participate in team huddles and planning meetings to share insights and opportunities gathered from customer interactions
Support rehash efforts by contacting previously quoted, deferred, or inactive leads to revive interest and secure new appointments
5. Performance Monitoring & Continuous Improvement
Track and report on daily and weekly KPIs, including:
Lead response time
Appointments booked
Conversion percentage
No-show and cancellation rates
Consistently meet or exceed call handling, appointment-setting, and sales contribution goals
Participate in regular coaching and feedback sessions focused on improving call quality, confidence, and conversion
Record, review, and refine call scripts and pitch approaches based on real customer responses and performance data
6. Workflow Optimization & Team Development
Stay current on ServiceTitan updates and new features
Provide input on improving workflows, systems, and operational efficiency
Contribute ideas that enhance the customer experience and streamline lead-to-sale handoffs
Help maintain a culture of accountability, professionalism, positivity, and team success
Ideal Candidate Profile The successful candidate will consistently demonstrate:
Results-Driven Urgency – Acts quickly on leads and strives for maximum conversion
Inside Sales Mindset – Comfortable influencing decisions, handling objections, and closing appointments
Empathetic Communication – Balances strong customer care with business outcomes
Organized Multitasking – Effectively manages multiple conversations, systems, schedules, and follow-ups
Team-First Attitude – Supports teammates while holding themselves to high performance standards
Coachability – Open to feedback, resilient under pressure, and motivated to improve daily
Professional Resilience – Maintains composure, maturity, and focus in a fast-paced environment
Qualifications
Proven experience in customer service and/or dispatching (home services industry preferred)
Proficiency with ServiceTitan or similar CRM/dispatch software, or a strong willingness to master it quickly
Strong organizational skills and attention to detail
Excellent verbal and written communication skills
Ability to multitask and prioritize in a fast-paced environment
High level of accountability and independence
Tech-savvy and eager to learn new systems
Preferred Experience
Previous experience in HVAC, plumbing, or electrical service environments
Bilingual (English/Spanish) is a plus
What We Offer
Competitive hourly wage or salary based on experience
Paid time off and paid holidays
Opportunities for professional growth and cross-training
A positive, team-driven, high-accountability work culture
#J-18808-Ljbffr
We are seeking a versatile, proactive, and tech-savvy individual to join our team in a role that is central to daily operations and company growth. While some responsibilities may be delegated to other team members as we grow and expand our administrative staff, this individual will play a key role in shaping processes, workflows, and the future of the administrative team.
Position Overview The Customer Service Representative / Inside Sales (CSR / Inside Sales) role is mission-critical to AdvantaServ’s growth. This position sits at the intersection of customer experience, operational coordination, and revenue generation.
You will serve as the front line of communication for customers and the backbone of support for field technicians, responsible for rapidly responding to inbound leads, proactively generating outbound activity (including cold calls and self-generated outreach), and converting interest into high-quality, confirmed appointments.
This role blends customer service excellence with inside sales performance, requiring urgency, organization, persuasive communication, and disciplined follow-through. The ideal candidate thrives in a fast-paced, metrics-driven environment, takes ownership of outcomes, and is motivated by turning conversations into booked work using ServiceTitan as the operational backbone.
This position supports a growing service organization and requires professionalism, emotional maturity, and a solutions-focused mindset. We value positivity, accountability, and direct communication—this is a low-drama, high-performance role.
Key Responsibilities and Duties 1. Speed-to-Lead Appointment Booking
Respond immediately to all inbound leads via phone, web inquiries, email, and chat, targeting engagement within 5 minutes of lead creation
Convert inbound inquiries into confirmed appointments using urgency, product knowledge, and active listening
Prioritize and follow up on leads that have not yet booked to ensure no opportunity is missed
Leverage scripts and objection-handling techniques to maximize appointment conversion rates
Maintain full calendar coverage by proactively filling open time slots and rescheduling cancellations
Perform outbound calls, including cold calls and self-generated outreach, to drive additional appointment volume
2. Customer Interaction & Relationship Building
Serve as the first point of contact for both potential and existing customers with warm, professional, and effective communication
Provide accurate information regarding services, pricing, and scheduling
Identify customer needs and pain points to clearly communicate the value of AdvantaServ’s services
Build trust and rapport with homeowners through active listening and clear, concise explanations
Ensure a positive customer experience by following up on completed services, customer concerns, and unresolved issues
Proactively re-engage past customers, incomplete jobs, no-shows, and inactive leads to rebook services
Track customer satisfaction and assist with resolving service-related concerns
3. ServiceTitan Platform Ownership
Use ServiceTitan daily to accurately enter and manage customer data, service notes, job details, scheduling, and dispatching in real time
Utilize the dispatch board to assign field technicians efficiently while optimizing routes and availability
Monitor technician statuses, job progress, updates, cancellations, and reschedules
Maintain a high degree of data accuracy and completeness to support seamless coordination between office and field teams
Identify and suggest workflow or process improvements using ServiceTitan capabilities
Collaborate with management to leverage ServiceTitan insights for operational and performance decision-making
Assist teammates with ServiceTitan training or troubleshooting when needed
4. Sales Collaboration & Revenue Growth
Work closely with outside sales representatives, technicians, and field managers to align appointment volume with revenue goals
Clearly relay qualified lead details, customer expectations, and job context to improve close rates
Participate in team huddles and planning meetings to share insights and opportunities gathered from customer interactions
Support rehash efforts by contacting previously quoted, deferred, or inactive leads to revive interest and secure new appointments
5. Performance Monitoring & Continuous Improvement
Track and report on daily and weekly KPIs, including:
Lead response time
Appointments booked
Conversion percentage
No-show and cancellation rates
Consistently meet or exceed call handling, appointment-setting, and sales contribution goals
Participate in regular coaching and feedback sessions focused on improving call quality, confidence, and conversion
Record, review, and refine call scripts and pitch approaches based on real customer responses and performance data
6. Workflow Optimization & Team Development
Stay current on ServiceTitan updates and new features
Provide input on improving workflows, systems, and operational efficiency
Contribute ideas that enhance the customer experience and streamline lead-to-sale handoffs
Help maintain a culture of accountability, professionalism, positivity, and team success
Ideal Candidate Profile The successful candidate will consistently demonstrate:
Results-Driven Urgency – Acts quickly on leads and strives for maximum conversion
Inside Sales Mindset – Comfortable influencing decisions, handling objections, and closing appointments
Empathetic Communication – Balances strong customer care with business outcomes
Organized Multitasking – Effectively manages multiple conversations, systems, schedules, and follow-ups
Team-First Attitude – Supports teammates while holding themselves to high performance standards
Coachability – Open to feedback, resilient under pressure, and motivated to improve daily
Professional Resilience – Maintains composure, maturity, and focus in a fast-paced environment
Qualifications
Proven experience in customer service and/or dispatching (home services industry preferred)
Proficiency with ServiceTitan or similar CRM/dispatch software, or a strong willingness to master it quickly
Strong organizational skills and attention to detail
Excellent verbal and written communication skills
Ability to multitask and prioritize in a fast-paced environment
High level of accountability and independence
Tech-savvy and eager to learn new systems
Preferred Experience
Previous experience in HVAC, plumbing, or electrical service environments
Bilingual (English/Spanish) is a plus
What We Offer
Competitive hourly wage or salary based on experience
Paid time off and paid holidays
Opportunities for professional growth and cross-training
A positive, team-driven, high-accountability work culture
#J-18808-Ljbffr