Customer Service Representative

Punctual Pros is the central hub behind three industry-leading home service brands: Mister Sparky Electric, Benjamin Franklin Plumbing, and One Hour Heating & Air Conditioning. We’re seeking a highly organized and proactive Customer Service Representative to join our in-office team and help ensure smooth, reliable service delivery across all three brands.

In this pivotal role, you’ll be the first line of communication for customer inquiries, appointment scheduling, and administrative support. You’ll play a key part in connecting our customers with the right technicians, ensuring job orders are tracked accurately, and coordinating follow-ups. This position is ideal for someone who thrives in a fast-paced environment, communicates clearly, and enjoys bringing structure to dynamic workflows.

Key Responsibilities

• Answer incoming phone calls and provide helpful, professional customer service.
• Respond to website and Google leads via phone and email; schedule customer appointments efficiently.
• Reschedule or move up appointments in coordination with the dispatch team.
• Make proactive outbound calls to fill open appointment slots during slow periods.
• Follow up on jobs marked “on hold” or “placeholder” to confirm interest or handle cancellations.
• Confirm appointments, including those scheduled by our external call center.
• Respond to customer email inquiries regarding services, appointments, and concerns.
• Schedule inspections for homeowners as needed. 
• Assist customer financing applications (in coordination with team members).
• This is not an exhaustive list of all duties. 

What we Offer

• Health, dental, LTD, STD, accident and vision insurance
• Paid time off and holidays
• 401(k) with company match
• Opportunities for professional development and cross-training
• Supportive, team-oriented work environment

Required:

• Strong communication and customer service skills (phone and written).
• Ability to stay organized and manage multiple tasks in a fast-paced environment.
• Proficiency with scheduling tools, spreadsheets, and general office software.
• Team player with a positive, solution-oriented attitude.

Preferred:

• Prior experience in dispatching, customer service, or administrative support.
• Experience with CRM systems, job scheduling tools, or invoicing software.
• Familiarity with permitting, utility mark-out processes, or township notifications is a plus.