Customer Service Representative / Back office Assistant

Customer Service Representative for US Plumbing and HVAC Company, ServiceTitan, Night Shift

ABOUT US
We are 1-800-Plumber + Air of Triad, a plumbing and heating and air company serving High Point, Greensboro and Winston-Salem in North Carolina, USA. We are a small, growing team. You will work directly with the owner, not through layers of management.

THE ROLE
You are the voice of our company. When someone in North Carolina has water on their floor at 11pm or no hot water before work, you are who they reach. Your job is simple to describe and hard to do well: answer every call live, make the customer feel taken care of, and get the appointment booked.

We measure one thing above all else: your booking rate. How many of the people who call us end up on the schedule. If you are good at that, you will do well here and we will pay you well for it.

WHAT YOU WILL DO
Answer every inbound call live and book into ServiceTitan.
Call back web leads and texts fast, while they are still shopping.
Confirm tomorrow's appointments.
Revive estimates the customer did not accept.
Ask happy customers for a Google review. Keep records clean.
Recognise a true emergency and escalate it.
Handle price shoppers without simply giving a number and losing the call.

WHAT WE NEED
2+ years answering phones for a US home services company. Hands on ServiceTitan, or strong Housecall Pro / Jobber / FieldEdge and willingness to learn fast. Excellent spoken English, warm and easy to understand. You ask for the appointment, you do not just take messages. You have worked a US night shift before. Fiber internet 25 Mbps or better, noise cancelling headset, quiet room, and a real backup for power and internet outages.

SCHEDULE, PLEASE READ CAREFULLY
Monday to Friday, 7:30 AM to 5:00 PM US Eastern Time.
In Philippine time that is 7:30 PM to 5:00 AM the following day. This is a graveyard shift.
We say this plainly because we want someone who chooses it with open eyes and stays for years.

PAY
USD 1,000 to 1,400 per month depending on experience and ServiceTitan skill. Paid twice monthly in USD, on time. Booking rate bonus after 90 days. 13th month pay. Paid Philippine holidays. Paid time off after 6 months. Long term role.

HOW TO APPLY
Follow these exactly. Applications that skip a step will not be read.
Start your message with the word WRENCH.
Tell us your field service software and years.
Tell us your night shift history and how long. Record a 60 to 90 second voice clip in English answering this call: "Hi, my water heater is leaking all over my garage floor and I do not know what to do." Handle it like it is real.
Tell us your internet speed, headset, and outage backup.
Tell us your monthly rate in USD.

The voice clip matters more than your resume. We will listen to every one.