Job Title: Customer Service Representative (Installation Scheduling & CSAT Focus)

Overview

We are seeking a detail-oriented and customer-focused Customer Service Representative to manage installation bookings and ensure an exceptional customer experience. This role plays a critical part in coordinating installation appointments, communicating clearly with customers and internal teams, and maintaining high Customer Satisfaction (CSAT) scores.

Key Responsibilities

Installation Scheduling & Coordination

• Schedule, reschedule, and confirm installation appointments with customers

• Coordinate with installation teams to ensure efficient routing and capacity management

• Verify job details, site readiness, and required materials prior to appointment

• Proactively communicate updates, delays, or changes to customers

Customer Experience & CSAT Management

• Deliver prompt, professional, and empathetic customer support via phone, email, and chat

• Resolve customer concerns related to scheduling, installations, and service issues

• Follow up post-installation to ensure customer satisfaction

• Identify and escalate potential service issues before they impact customer experience

• Monitor customer feedback and contribute ideas to improve CSAT performance

Administrative & Operational Support

• Accurately document all customer interactions in CRM systems

• Maintain organized records of appointments and service requests

• Collaborate with operations, sales, and field teams to ensure seamless service delivery

• Support reporting related to scheduling efficiency and customer satisfaction metrics

Qualifications

• 1–3 years of experience in customer service, scheduling, dispatch, or call center environments

• Strong communication skills (written and verbal)

• Excellent organizational and time-management abilities

• Ability to manage multiple tasks in a fast-paced environment

• Proficiency with CRM systems and scheduling software

• Problem-solving mindset with a customer-first attitude

Key Competencies

• Empathy and professionalism

• Attention to detail

• Conflict resolution skills

• Accountability and ownership

• Team collaboration

Performance Metrics

• Customer Satisfaction (CSAT) score

• Appointment booking accuracy

• On-time installation rate

• First-contact resolution rate