Customer Service Representative
St Petersburg
Future Opening: Customer Service Representative
Full Time • St Petersburg
Responsive recruiter
Benefits:
- Bonus based on performance
- Competitive salary
- Opportunity for advancement
- Profit sharing
- Training & development
- Health insurance
The Customer Service Representative / Inside Sales plays a mission-critical role in driving company growth by rapidly responding to inbound leads and booking high-quality appointments. This role blends customer service excellence with inside sales performance, requiring speed, accuracy, and persuasive communication. The ideal candidate thrives in a fast-paced environment, is highly organized, and is passionate about delivering outstanding service while converting interest into sales opportunities through ServiceTitan.
Key Responsibilities and Duties:
1. Speed-to-Lead Appointment Booking
- Respond immediately to all inbound leads via phone, web inquiries, email, and chat. Targeting engagement within 5 minutes of lead creation.
- Convert leads into confirmed appointments using urgency, product knowledge, and active listening.
- Prioritize and follow up on leads that haven’t yet booked, ensuring no opportunity is missed.
- Leverage scripts and objection-handling techniques to increase appointment conversion rates.
- Maintain full calendar coverage by proactively filling empty time slots and rescheduling cancellations.
2. Customer Interaction & Relationship Building
- Serve as the first point of contact for potential and existing customers, delivering warm, professional, and effective communication.
- Understand customer needs and pain points to create value in the service offering.
- Build trust and rapport with homeowners through active listening and clear, concise explanations.
- Proactively follow up on past customers, incomplete jobs, or no-shows to re-engage and rebook.
3. ServiceTitan Platform Utilization
- Accurately enter customer data, service notes, job details, and scheduling into ServiceTitan in real-time.
- Use the dispatch board to assign field technicians efficiently, optimizing routes and availability.
- Monitor technician statuses, job updates, and reschedules directly within the platform.
- Maintain a high degree of software accuracy to ensure seamless field and office coordination.
4. Sales Collaboration & Revenue Growth
- Work closely with outside sales reps and field managers to align appointment volume with sales targets.
- Relay qualified lead details and customer expectations clearly to the sales team to improve close rates.
- Participate in team huddles and planning meetings to share feedback and opportunities from customer interactions.
- Support rehash efforts by contacting previously quoted or inactive leads to revive interest and set new appointments.
5. Performance Monitoring & Continuous Improvement
- Track and report on daily/weekly KPIs such as:
- Lead response time
- Appointments booked
- Conversion percentage
- No-show/cancellation rates
- Consistently meet or exceed call handling, appointment setting, and sales contribution goals.
- Participate in regular coaching and feedback sessions focused on improving call performance and conversion.
- Record and review call quality, updating scripts and pitch methods based on real customer responses.
6. Workflow Optimization & Team Development
- Stay current on ServiceTitan updates and provide input on how new tools or workflows can improve operations.
- Assist teammates with training or troubleshooting within the platform when needed.
- Contribute ideas to improve customer experience and streamline lead-to-sale handoff processes.
- Help maintain a culture of accountability, positivity, and team success.
Ideal Candidate Profile:
The successful candidate will exemplify the following qualities:
The successful candidate will exemplify the following qualities:
- Results-Driven Urgency, always acting fast on leads and striving for maximum conversion.
- ServiceTitan Proficiency, or willingness to master it quickly.
- Inside Sales Mindset, with a natural ability to influence, persuade, and close.
- Empathetic Communicator, skilled in balancing customer care with business outcomes.
- Organized Multitasker, able to handle multiple conversations, systems, and schedules simultaneously.
- Team Player with high standards.
- Coachable, open to feedback and motivated to improve daily.
Compensation: $40,000.00 - $55,000.00 per year
About us
Gold Seal Roofing, LLC offers top-tier roofing services in Tampa Bay.
Gold Seal Roofing offers integrity, experience knowledge and professionalism to meet your roofing needs. As a manufacturer-certified roofer, we provide first-rate warranty protection using component-matched under layments, starter strips, ventilation products and ridge caps, which other roofers may not offer. As a GAF-certified roofer, they provide additional warranty protection. Their GAF system includes special underlayments, starter shingles, ventilation products, and ridge caps, which other roofers may not always offer. A solid, leak-free roof is crucial for the structural integrity of a home or commercial building, protecting it from wind, rain, and hail damage.
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