The posting
Company Overview
We are a truck-based field service business that performs work at commercial facilities, primarily overnight, after our customers' own staff and customer service representatives have gone home for the day. Because our crews are on-site when the client's team is unavailable, the accuracy and completeness of information prepared in advance is what makes each job succeed. We are a dynamic, growth-focused company working to build more supportive systems and workflows. This role is central to that effort, as it will support the existing operational model while the Executive Team transitions to more efficient and effective operating procedures.
Role Purpose
The Customer Service Representative is a critical member of an office-based team that ensures client satisfaction. This is done through timely, professional communication and proactive scheduling and service follow up via client's preferred communication methods. Success in this role is demonstrated by communication that is consistent, professional, and detail oriented, and by services that are aligned for successful execution and completion to meet company standards and client expectations.
Key Responsibilities
- Maintain accurate, current information for each client site
- Route any reported issues, client updates, or other information that comes up during scheduling/ client interaction so they can be routed and resolved
- Schedule services, to include: Verifying site entrance methods, including gate codes, key/lockbox information, alarm codes, and check-in procedures, contacts, scope of work, etc.
- Following company processes/standards/timelines for scheduling communications
- Follow up with clients each morning per company standards to check their satisfaction with our service, and to communicate information submitted by crew team members.
- Respond to general client communications and inquiries using company-provided guides and templates to ensure responses are consistent and on-standard.
- Follow up proactively and consistently with clients and internal teams to confirm details before scheduled work, and to resolve open items in a timely manner.
- Follow up to open items is critical in this role, as is tracking and escalation where appropriate
- Follow documented company processes and standards that have been built from real field experience, and are written to ensure success
- Handle a high volume of repetitive, detail-oriented tasks (data entry, confirmations, records updates) accurately and independently.
- Prioritize a shifting workload independently, and recognize when to escalate or ask for help prioritizing rather than guessing.
- Communicate clearly and professionally in writing and by phone with clients, internal staff, and field crews.
- Identify gaps, errors, or process breakdowns and raise them, contributing ideas as the company builds out more supportive systems and workflows.
- This is NOT a sales role
Required Qualifications & Skills
Communication
- Excellent written and oral English communication skills, including clear phone etiquette and professional written correspondence (this position will be filled by candidates based in Pakistan, so strong, fluent, business-level English is essential).
- Comfortable communicating directly with U.S.-based commercial clients by phone and email. HubSpot and Air Call experience a plus
Work Style
- Strong follow-up discipline — reliably closes the loop on open items without being reminded. Able to work independently with minimal supervision, while knowing when a decision needs to be escalated. Comfortable with repetitive, process-driven work that requires consistency and accuracy over speed.
- Strong organizational skills and a genuine, sustained focus on detail; comfortable working with multiple tabs and platforms at once Calm, level demeanor
- Open to receiving feedback and coaching on their work and applies it going forward; this is an important part of our company culture.
Problem Solving & Growth
Genuine customer service orientation — patient, professional, and solutions-focused with clients. Able to learn company-specific standards and processes and apply them consistently.
Resourceful problem-solver who can think through an issue before escalating, while still knowing escalation is sometimes the right call.
Interest in growing with the company as processes, tools, and responsibilities evolve.
What Success Looks Like
A successful CSR in this role is one whose preparation is never the reason a job fails overnight. Contacts are current, access information is accurate and secure, and any open questions have been resolved well before the crew arrives on-site. Because the company is in a time of transitioning from an owner/operator model to an enterprise model, this person is comfortable with changing how things are done during times of transition, follows existing processes closely, and helps to improve processes and efficiency where appropriate.
Working Environment Notes for Recruiting
This is an office/remote coordination role, and as such candidate must be well prepared to operate in such an environment (reliable internet, etc.)
Confirm the availability and desire to work the local hours that this job requires.
English fluency (written and spoken) must be a hard screening criterion, not a nice-to-have.
This role suits a candidate who is equally comfortable with steady, repeatable process work and with asking questions and escalating when appropriate.
