Customer Service Representative

About the role

The Customer Service Representative serves as the first point of contact for customers requesting service. This role manages incoming calls, delivers a professional customer experience, and creates accurate Service. Titan bookings that supports accurate reporting and effective technician scheduling.

What you'll do

Answer incoming calls promptly and courteously; identify customer needs and follow approved call handling procedures. Verify customer contact information, service address, and service history; create or update records accurately. Gather the reason for service, urgency, access instructions, and relevant job details. Escalate urgent concerns according to company procedures.

Book incoming calls through the Service. Titan call bubble using the correct business unit, job type, campaign information, and detailed notes. Apply approved demand, maintenance, and membership classifications. Explain approved service fees, deposits, payment expectations, and arrival windows; follow company policies for phone estimates and payment collection.

Book within approved scheduling availability and coordinate with the DSR when capacity or technician requirements need review. Record accurate outcomes and reasons for unbooked calls, route nonservice inquiries, and follow up on incomplete incoming bookings. Document customer concerns and communicate booking changes, special requirements, and urgent requests to the DSR.

Protect customer and payment information.

Qualifications

Clear phone communication, customer service skills, and the ability to remain calm during busy periods or difficult conversations. Strong attention to detail, accurate data entry, and the ability to manage several tasks while maintaining reliable records. Customer service or call center experience preferred. Service. Titan and home service industry experience preferred; willingness to learn required.

Performance Measures Performance is evaluated against leadership-established goals for eligible inbound call booking rate, booking accuracy, call handling responsiveness, documentation quality, and customer experience. DPC Services delivers expert, licensed services across Middle Georgia with the integrity, accountability, and craftsmanship you expect from a family-owned business since 1989.

From single-family homes to restaurants, schools, and city water mains—we handle every job with professionalism, attention to detail, and a commitment to doing the job right the first time. More Than Service. It's the DPC Standard.