After-Hours Customer Service Representative

About the Position

We are seeking a highly skilled and detail-oriented After-Hours Customer Service Representative with excellent English communication skills and a strong background in customer service.

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.

Requirements

• Prior Customer Service Representative experience in home services (HVAC, plumbing, or electrical preferred).
• Strong English communication skills-both spoken and written.
• Ability to work independently during after-hours shifts.
• Proven multitasking skills across phone, SMS, chat, and CRM platforms.
• High attention to detail with strong documentation habits.
• Reliable high-speed internet connection and quiet remote workspace.
• Consistent availability for evening and weekend shifts.
• Preferred: Hands-on experience with ServiceTitan or similar scheduling/dispatch CRM software.
• Preferred: Experience handling inbound leads from Angi’s, web chat systems, and SMS platforms.

We Offer

• Competitive hourly pay: $6–$8 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).
• 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.

About the Company

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.

Yellowstone Local is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.