You will open each day by reviewing the CRM queue, then place 100+ warm outbound calls to existing customers and loyalty members to secure, confirm, or reschedule service appointments. Between calls you will own a heavy email stream, especially for commercial accounts, updating them on arrival windows, invoices, and membership perks. You will spot open slots on the three-day board and proactively re-contact customers to keep technicians' schedules full. When frustration bubbles up, you will de-escalate, empathize, and guide the caller to a resolution that protects the brand and the appointment. You will log every touch in ServiceTitan, tag follow-ups, and flag special requests so field crews arrive prepared. Throughout the shift you will juggle phone, email, and internal chat, switching contexts without dropping quality or tone.

Background in HVAC, plumbing, electrical, or other home-trade coordination is a big plus. Experience juggling appointment scheduling or working blended phone-and-email call-center flows will help you ramp quickly. Outbound sales development or membership-retention experience gives you an edge when promoting the customer loyalty program. A naturally outgoing personality that enjoys friendly persistence on the phone will make you shine.