The posting
About Live Services at Service Titan
Do you want to reinvent a trillion-dollar industry?
Live Services is a radically better home services platform combining world-class technology and next-generation service solutions. We are reshaping the experience for both businesses and consumers in the trillion-dollar home service industry. Being radically better requires new end to-end solutions for both businesses and consumers.
Live Services has experienced exponential growth because of our commitment to evolve the industry, our determination to be a positive force, and our passion for groundbreaking technology. Joining Live Services now is a once-in-a-lifetime career opportunity for anyone passionate about making a difference and making history in business and consumer technology.
At Service Titan, we use the term "Customer Solutions" because we believe "support" and "service" are only a piece of what our customers really want: Solutions to their home service needs.
Our Live Service team is looking to hire a Seasonal Live Service Agent I who pride themselves on providing world-class customer experiences.
As a Seasonal Live Service Agent I, you love being the front-line contact and #1 problem solver for customers. Every time you hear a customer's needs, your first response is “how can I solve this?”, and you’re not afraid to think outside the box to find viable solutions.
You are able to quarterback issues from first interaction through to completion with style and grace. You are the customer's friend, mentor, liaison, information provider, appointment booker, and overall right-hand for all their home needs.
What you'll do:
- Speak with customers over the phone, fully addressing their needs from start to finish. Maintain a consistently empathic and supportive tone in all interactions.
- Provide customers with information regarding available scheduling options, the scope of services offered, and the advantages and opportunities associated with membership.
- Find creative solutions for customer issues, utilizing a network of service partners.
- Guide customers through potential solutions to find the best match for them. Book services and ensure completion/satisfaction.
- Build sustainable relationships and trust with customers through open and interactive communication.
- Meet targets with regard to contact rates, bookings, memberships, and other key performance indicators.
- Be a fierce advocate for our members, keeping their best interests at the forefront of every interaction.
- Train and mentor new Customer Solutions team members, teaching others to be customer-centric and fiercely protective of our mission to deliver customer-centric home services solutions.
What you'll bring:
- You are customer-centric. You are patient, empathetic, and passionately communicative.
- You are a problem-solver. You are confident at troubleshooting and investigating if you don’t have enough information. You treat each customer as an individual with unique concerns and problem-solve appropriately.
- You are a self-starter. You always want to go the extra mile to create the perfect member experience, educate yourself, and identify opportunities to improve yourself and your team.
- You can “roll with the punches.” You thrive in a fast-paced and dynamic atmosphere and have a strong intention to own and help define the member experience.
- Must have a general understanding of Internal Admin Portal
- Must have a strong working relationship with the Live Services team due to the collaborative nature of this role
Specific Requirements
- Proven customer support, client service, or direct client-facing experience and skill.
- Hungry to be part of something new, innovative and industry-changing - understanding the work and focus that requires.
- Strong contact handling skills across phone, and email is essential, including active listening, grammar, spelling, and typing speed.
- Familiarity with CRM systems and practices.
- Customer-oriented, with an ability to adapt and respond to different personalities.
- Excellent communication and presentation skills.
- Ability to multitask, prioritize and manage time effectively.
- *Bonus points if you have experience in the home services space.
- This is a seasonal role with a 3-month contract from your start date.
- Must be flexible for the first 3 weeks to work a full time training schedule (9:00AM-5:30PM EST) that will then change to a part time or full time schedule.
- Job Type: Seasonal
- Salary: $19.35 per hour
- Benefits: Work from home
- Schedule:
- Part Time 20-29 hours a week
- Full Time 32-40 hours a week
- Flexibility needed for Morning, Day, and Evening schedules
- Holidays
- Weekend availability is REQUIRED
Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
- Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
- Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
- Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.
Our Commitment to Inclusion:
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. ServiceTitan is an equal opportunity employer. We do not discriminate against employees based on race, colour, religion, creed, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), marital status, family status, sexual orientation, or any other characteristic protected by applicable provincial legislation.
Accommodations are available on request for candidates taking part in all aspects of the selection process.
Use of AI Technology:
We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.
A Note on the Application & Hiring Process:
When you submit your application for the Seasonal Live Services Agent position, your candidacy will be considered for all available Seasonal Live Services Agent opportunities across our entire organization, which includes ServiceTitan and its key subsidiaries: Aspire, FieldRoutes, and Convex. Our dedicated recruiting team operates centrally to review candidates for these multiple verticals. This ensures your application receives maximum exposure and that we match your skills and career interests to the team with the greatest business need and best fit. The final hiring decision and offer of employment will specify the exact company (ServiceTitan, Aspire, FieldRoutes, or Convex) and vertical team you will be supporting.
Compensation Disclosure:
ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. The expected hourly rate for this role for candidates residing in Canada is between $19.70 CAD - $24.13 CAD. Actual compensation for an individual may vary depending on many factors, including skills, performance over time, business needs, qualifications, experience, and location.
Personal Information:
ServiceTitan collects your personal information to support its business operations, including for human resources, employment, benefits administration, health and safety, and other business-related purposes as well as for legal compliance. You can review further details of such collection and use in our Privacy Policy
