Customer Service Representative (CSR) / Inside Sales - Home Services

Who We Are

Kasper Electric exists to honor Christ by delivering electrical excellence with integrity, developing people with purpose, and serving others with love.

We are a team that takes ownership, communicates clearly, and treats every customer interaction as an opportunity to serve and earn trust.

Position Overview

This is not a typical CSR role.

You are the first point of contact for our service department and play a direct role in driving revenue. Every call is an opportunity to serve the customer and convert that interaction into booked work.

This role also supports our marketing efforts through lead tracking, follow up, and real time feedback from customer interactions.

If you are confident on the phone, organized, and take ownership of results, this is a strong opportunity to grow within our team.

Key Responsibilities

Inbound Customer Service

• Answer incoming calls with professionalism and urgency
• Convert inquiries into booked service calls
• Clearly communicate pricing, process, and next steps
• Build trust with customers from the first interaction

Scheduling & Coordination

• Schedule service calls efficiently in ServiceTitan
• Work with dispatch to maximize technician productivity
• Confirm appointments and reduce cancellations or no shows

Follow Up & Revenue Support

• Follow up on unsold estimates and open opportunities
• Re engage past customers for additional service needs
• Execute outbound calls tied to promotions, maintenance, and service campaigns

Marketing & Lead Tracking Support

• Track and tag lead sources for every call (Google, social media, referral, repeat, etc.)
• Ensure accuracy of lead attribution in ServiceTitan for reporting and ROI tracking
• Monitor inbound trends from campaigns and customer inquiries
• Provide weekly feedback on lead quality, booking performance, and customer objections
• Support follow up efforts tied to marketing campaigns (rehash lists, promotions, past customers)
• Assist in review generation by requesting customer feedback after completed jobs
• Maintain basic tracking logs for call volume, booking rates, and campaign performance

Customer Experience

• Resolve customer concerns with ownership and care
• Maintain clear communication before, during, and after service
• Document all interactions accurately in the system

What Success Looks Like

• Strong call to booking conversion rate
• Consistent follow up on open opportunities
• Increased repeat customers and rebookings
• Accurate lead tracking and visibility into performance
• Positive customer feedback and reviews

Qualifications

• 2+ years in customer service, call center, or inside sales
• Experience in home services (electrical, HVAC, plumbing) preferred
• Strong communication skills and confidence on the phone
• Organized and able to handle a high volume of calls
• Experience with ServiceTitan or similar CRM preferred

Compensation

• Base Pay: $19 – $26 per hour (based on experience)

Benefits

• Health, dental and vision insurance
• 401k with 4% company match
• Paid time off
• Paid holidays
• Volunteer time off

Schedule

• Full time
• Monday through Friday

Why This Role Matters

This role directly impacts our ability to serve customers and grow.

The way calls are handled, how opportunities are followed up on, and how well we track and respond to lead activity determines whether customers choose Kasper Electric and whether they return.