Job Description

Position Summary

The Professional Customer Service Representative (CSR-III) is a position serves as a frontline owner of complex customer interactions and service recovery, with strong operational judgment to support scheduling efficiency, technician utilization, and customer retention. CSR-III team members are expected to operate with minimal oversight, resolve escalations confidently, and consistently represent the Allbritten brand with professionalism and care.

This position is ideal for an experienced customer service professional who understands the pace and complexity of residential home services and can balance customer empathy with operational execution.

Essential Duties and Responsibilities

The essential functions include, but are not limited to:

Customer Experience & Service Recovery

• Serve as a primary escalation point for high-risk or sensitive customer situations (service dissatisfaction, delays, repeat issues, billing concerns).
• De-escalate customer concerns using empathy, clear communication, and solution-oriented ownership.
• Drive service recovery outcomes aligned with Allbritten policies, including appropriate escalation to management when required.

Scheduling & Operational Excellence

• Schedule, adjust, and optimize service appointments using dispatch/CRM systems while balancing customer needs, technician skill sets, geography, urgency, and capacity.
• Communicate effectively with field teams to coordinate arrival windows, changes, and special instructions.
• Support same-day service execution through proactive follow-up, confirmation calls, and rerouting support as needed.

Sales Support & Revenue Awareness

• Support booking outcomes through confident call control, clear explanations of next steps, and proactive follow-up.
• Identify opportunities to save cancellations and support rescheduling.
• Maintain awareness of how scheduling accuracy and communication impact revenue, efficiency, and customer retention.

Documentation & Compliance

• Document customer interactions accurately and thoroughly in the CRM/dispatch system, including escalation notes, commitments made, and resolution details.
• Follow call handling standards, privacy expectations, and company policies.
• Maintain professionalism and confidentiality when handling customer and internal information.

Team Leadership (Non-Supervisory)

• Serve as a peer resource for CSR-I/CSR-II team members by sharing best practices, reinforcing standards, and assisting during peak volume.
• Support onboarding, shadowing, and coaching as assigned (without formal supervisory authority).

Required Qualifications

• 3+ years of customer service experience in a fast-paced environment (call center, dispatch, scheduling, or customer support).
• Proven ability to manage escalations and challenging customer interactions professionally.
• Strong proficiency with scheduling software, CRM systems, and Microsoft Office/Google tools.
• Demonstrated ability to multitask, prioritize, and maintain accuracy under pressure.
• Strong written and verbal communication skills and conflict-resolution capability.

Preferred Qualifications

• Experience in home services (HVAC, plumbing, electrical, restoration, or similar) or other rapid-dispatch environments.
• Dispatch experience and/or understanding of technician routing and capacity management.
• Bilingual (English/Spanish) strongly preferred (if applicable to your workforce needs).
• Experience supporting booking performance, customer retention, or cancellation save initiatives.

Key Competencies

• Service recovery and de-escalation
• Scheduling accuracy and operational judgment
• Professional communication and call control
• Accountability and follow-through
• Team collaboration and peer coaching
• Attention to detail and documentation quality

Physical and Working Conditions

• Primarily sedentary work in an office/call center environment.
• Must be able to sit for extended periods, work at a computer, use a headset/telephone, and perform repetitive hand movements (typing/data entry).
• Work environment may be fast-paced with frequent interruptions and high call volume.

Performance Expectations

Successful CSR-III employees typically demonstrate:

• Consistent “ownership” of customer issues through resolution.
• Strong scheduling accuracy with minimal errors and follow-up corrections.
• Strong documentation practices and adherence to Allbritten standards.
• Positive influence on team performance through example and peer support.

Equal Employment Opportunity & Accommodations

Allbritten is an equal opportunity employer. Reasonable accommodations will be provided to qualified individuals with disabilities in accordance with applicable law.

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