Customer Service Representative

The Customer Service Representative (CSR) supports scheduling operations by serving as the first point of contact for customer communication and by proactively building the service pipeline. This role manages inbound and outbound outreach, including phone, email, and chat, to identify customer needs, confirm service requirements, and prepare work orders for scheduling assignments. The CSR ensures that the scheduling team always has a well-organized queue of confirmed and prioritized service requests, enabling efficient dispatch and high customer satisfaction.

This position plays a critical role in transitioning the firm from a reactive to a proactive scheduling model by maintaining ongoing contact with customers, anticipating service needs, and helping drive operational flow.

Compensation: $24-26/hr

Availability: Monday - Friday, 8am - 5pm

Duties & Responsibilities:

• Proactively generate and manage the service pipeline by contacting existing customers due for inspections, renewals, or follow-up services to ensure continuous scheduling flow.
• Qualify and prepare work orders with all necessary details (site information, service type, contact preferences, and access requirements) before passing them to the scheduling team for assignment.
• Manage inbound and outbound customer communications via phone, email, and chat to schedule or confirm service appointments.
• Re-engage existing customers to schedule repeat or follow-up services, ensuring timely and professional outreach.
• Document all interactions and appointment details in scheduling and CRM systems (Asana, Salesforce, Building Reports, Inspect Point).
• Collaborate closely with schedulers and dispatchers to ensure a clean handoff of prepared work orders, allowing them to focus on efficient route planning and technician assignments.
• Monitor the scheduling queue to identify upcoming gaps or opportunities and coordinate with the Scheduling Manager to balance workload and technician utilization.
• Proactively identify and resolve scheduling conflicts or customer concerns, escalating as needed to achieve satisfactory outcomes.
• Clearly communicate service offerings, pricing, promotions, and policies to help customers make informed decisions.

Qualifications:

• 2 years of experience in customer service, scheduling, or administrative support.
• Exceptional verbal and written communication skills.
• Experience in a service, construction, or dispatch-driven environment (preferred).
• Customer-focused mindset with excellent problem-solving abilities.
• Proficient in MS Office, CRM, and scheduling tools (Asana, Salesforce, Building Reports, Inspect Point).
• Detail-oriented with the ability to manage multiple priorities in a fast-paced environment.
• Collaborative team player with initiative and accountability.
• Demonstrates ownership of pipeline creation and follow-up consistency.

CampusPoint is an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or 1+206-783-9200 (ask to speak with an HR representative). The process is outlined in CampusPoint’s ADA Policy.