Call Center Representative

BLAZE® is a leading company in the heating, cooling, electrical, and plumbing industry, seeking a Customer Service Representative to join their team. The role involves responding to customer inquiries, scheduling service calls, and ensuring efficient communication between customers and field staff.

Responsibilities

• Respond to customer inquiries via phone or email in a timely and professional manner
• Schedule service calls and appointments for HVAC, electrical, and plumbing services, ensuring that field staff has a full schedule of jobs to run
• Make outbound calls to customers to follow up on inquiries, service requests, and bookings
• Confirm appointments with customers and make any necessary adjustments to schedules
• Ensure accurate data entry and update customer records in the CRM system
• Monitor job status and coordinate with the field staff to ensure timely service delivery
• Provide customers with accurate information regarding service options, availability, and pricing
• Manage and prioritize a high volume of calls to ensure efficiency and productivity
• Work closely with the scheduling team to optimize field staff assignments and minimize downtime
• Communicate with customers about promotions, discounts, and available services
• Demonstrates strong multitasking skills by efficiently navigating and managing multiple platforms simultaneously, including Five9, Microsoft Teams, ServiceTitan, Hatch, and Dexcomm (third‑party overflow partner)

Skills

• Minimum of 1-2 years of experience in customer service, preferably in the Trades (HVAC, Plumbing or Electrical) industry
• Excellent verbal and written communication skills
• Strong organizational and time management abilities
• Ability to multitask and manage high volumes of inbound and outbound calls
• Proficient in using customer service software and CRM systems
• Positive attitude and a strong commitment to customer satisfaction
• Ability to work in a fast-paced environment
• Willingness to learn and adapt to new technologies and procedures
• May conduct a pre-employment background check and drug test, subject to applicable law
• Experience using ServiceTitan (preferred, but not required)— familiarity with dispatching, job documentation, invoicing, or field workflows is a plus; we're happy to train the right candidate without prior ServiceTitan experience

Benefits

• Weekly Pay & Paid Training
• Medical, Dental, Vision Insurance
• Health Savings Account
• Short & Long Term Disability
• Company Paid Life Insurance
• PTO including vacation and holiday
• Matching 401(k) 4% Match + ROTH IRA
• On-going training & development
• Plus growth opportunities

Company Overview