Customer Services Representative

Job Description

Job Description

The Customer Service Representative is the first and most frequent voice of Bruce Mechanical. The role owns the end-to-end customer experience from initial contact through job close — answering inbound calls, booking service appointments, dispatching technicians, and following up to confirm satisfaction. The CSR is responsible for the accuracy of every job record created in ServiceTitan, and for turning every customer interaction into a reason to call Bruce Mechanical again.

This role is the entry point into Bruce Mechanical’s operations team and the direct path to Senior CSR and Dispatch Lead. As the candidate builds product knowledge, dispatch judgment, and customer rapport, scope is expected to expand into mentoring new CSRs and owning higher-complexity scheduling windows.

REPORTING RELATIONSHIPS

• Reports To: Service Manager

• Direct Reports: None

• Collaborates With: Field Te...