Inbound CSR

Remote Inbound CSR

Our team

PipeDreams is the next gen, tech powered home services provider. We acquire trusted home services businesses with amazing teams and use technology to transform them from pen and paper operations to industry leading organizations. We believe in reliably serving our customers and growing career opportunities for every one of our local employees.

The PipeDreams team comes from companies like Nextdoor, Bain, and Roto-Rooter. We have a deep understanding of small business dynamics and unique insights into the local marketing, technology, and M&A needed to disrupt home services – a highly fragmented, $830B industry in desperate need of modernization. The team is well capitalized with funding from top VCs and Angel Investors.

Our team is looking for a strategic thinker who knows ServiceTitan well and loves using technology to develop more successful customer service teams.

The Role

• CSRs must be 100% available throughout the duration of their shift. Work should be conducted in a space that is conducive to being productive, free from distractions and loud noises that could potentially distract you and/or the customer.
• CSRs are also expected to be team players; working together when situations arise and supporting fellow teammates.
• Embrace a culture of excessive communication and be open to coaching & feedback as we emphasize visibility, awareness, ownership and accountability.
• Be open to providing leadership with feedback when it is needed.

Responsibilities

• Provide a “Best in Class” customer experience while booking service appointments via inbound and outbound calls, across various time zones, to meet daily targets.
• Convert incoming customer inquiries into booked service appointments.
• Deliver call scripts with an authentic cadence; be clear, compelling and personable.
• Respond to customer requests, resolving issues and promoting the brand.
• Be professional and establish customer rapport, encouraging repeat business.
• Participate in training to boost booked calls and practice outbound calling.
• Adhere to the company’s plan for resolving customer complaints quickly and favorably.
• Maintain and update customer database with complete and accurate information.
• Schedule maintenance appointments with customers.
• Outbound call to fill the 3-day minimum call board.
• Outbound calling as assigned by Call Center Manager.
• Take initiative to outbound and save unbooked calls from previous days.
• Attend team huddles and coaching sessions as they occur.

Benefits

• $20-$23/hourly
• Health, Dental & Vision/HAS Account
• Holiday, Sick & Vacation Pay
• 401K
• Company Stock Options
• Remote

Why you’ll love working here

• A fun, team atmosphere built on transparency and respect.
• We’re moving fast and aggressively pursuing acquisitions.
• The chance to work on a difficult problem that provides real value to everyday people.
• We’re a flat organization with low egos and a wide range of skill sets. We love to teach and learn from one another.
• The opportunity to help us define our company culture.

We are an equal opportunity employer and consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.