Customer Service Representative
About the job
- A high school diploma or GED is required.
- Be a self-starter, reliable, and flexible with hours.
- Maintain a high level of accuracy and efficiency.
- Demonstrate strong verbal and written communication skills.
- Maintain a courteous, professional manner and strong customer service skills.
- Have computer literacy, strong typing skills of at least 30 words per minute, and experience with Microsoft Office.
- Have multitasking and follow-up skills, with high attention to detail.
- Demonstrate interpersonal communication skills on a professional and technical level.
- Be able to work independently and as part of a team.
- Provide a computer meeting the listed processor, clock speed, memory, and dual-monitor requirements; use a wired internet connection with minimum upload speed of 10 Mbps and download speed of 50 Mbps; and provide a noise-cancelling headset with microphone.
- Answer incoming calls and online inquiries as the initial point of contact.
- Use company-prepared scripts to answer customer questions and guide them to an appropriate home service solution.
- Provide calm, empathetic service to help customers feel comfortable.
- Conduct service-related follow-up calls to past customers and assess their current needs.
- Take detailed notes from customer calls and enter them into the company system to support the field team.
- Handle inbound and outbound calls, book and dispatch jobs accurately, maintain CRM accuracy, and manage digital leads according to established procedures and client playbooks.
- Convert inquiries into booked appointments, maximize revenue opportunities, and execute sales-oriented call handling.
- Meet service-level agreement performance, client satisfaction, booking conversion, and revenue objectives.
- Experience with ServiceTitan, FieldEdge, Housecall Pro, or other scheduling software is a plus.
- Home service customer service or dispatch experience in HVAC, plumbing, or electrical trades is helpful but not required.
About the company
Contractor In Charge provides comprehensive back-office and front-office support for HVAC, plumbing, and electrical businesses. It combines accounting and financial management with service operations support to run a service business more smoothly. Its offerings include full-service bookkeeping, financial advisory, 24/7 live US-based call answering, and direct scheduling integrated into the client's software, plus scalable rollover services for peak times. The company uses a mix of automation and human expertise and is Service Titan certified. It differentiates itself by focusing on industry specialization, complete financial control, and hands-on client care, aiming to increase profitability and booked jobs for its clients. The goal is to help home-service companies grow revenue, reduce waste, improve cash flow, and stay profitable by ensuring every call, every dollar, and every decision works toward business growth.
Company Size
11-50
Company Stage
N/A
Total Funding
N/A
Headquarters
Tampa, Florida
Founded
2014
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Simplify's Take
What believers are saying
- CIC's August 2026 site touts 90% booking rates and AI lead management.
- Home-service software buyers keep adopting AI automation, validating CIC's operational pitch.
- The July 2024 Ripley PR partnership supports brand expansion and demand generation.
What critics are saying
- Housecall Pro launched AI trade packages on July 15, 2026, bundling CIC-adjacent features.
- ServiceTitan Max, expanded January 2026, pulls intake, dispatch, and analytics into one platform.
- If platforms absorb bookkeeping and booking, CIC becomes a replaceable services layer by 2027.
What makes Contractor In Charge unique
- Contractor In Charge bundles 24/7 booking, AI lead management, bookkeeping, and CFO support.
- It sells directly into HVAC, plumbing, and electrical operators using one vendor relationship.
- Its QuickBooks Online ProAdvisor status and OnePath integration tighten finance-to-booking workflows.
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Benefits
Health Insurance
Home Office Stipend
Flexible Work Hours
Remote Work Options
Paid Vacation
Training Programs
Company News
The leading provider of customer engagement solutions for the home service industry partners with skilled trades public relations experts to grow brandKNOXVILLE, Tenn., July 2, 2024 /PRNewswire/ -- Contractor in Charge, the top provider of start-to-finish 24-7 customer engagement, appointment booking, full-service bookkeeping and controller services for home service contractors, has selected Ripley PR, a global firm specializing in home services public relations, as its agency of record.Contractor in Charge, the top provider of start-to-finish 24-7 customer engagement, appointment booking, full-service bookkeeping and controller services for home service contractors, has selected Ripley PR as its agency of record."The team at Contractor in Charge share our vision to help the hard-working men and women who are on the front lines of the home service industry," said Heather Ripley, founder and CEO of Ripley PR. "We recognize the very real impact their services can have for business owners. We're proud to work with them to empower contractors and their teams work more effectively and profitably."With trained industry-experienced employees and integration with a full range of cutting-edge technology platforms, Contractor in Charge allows business owners to cut costs while maintaining the same quality of service."I've known Heather for many years, and she and the Ripley PR team have a proven record of helping businesses in the home services sector grow into industry leaders," said Lynn Wise, CEO of Contractor in Charge. "They have the specialized skill to support their clients' success, and they have demonstrated unmatched expertise and knowledge of our field. We were looking for a true partner to help build the Contractor in Charge brand, and there was no question that Ripley PR was the agency for the job."Contractor in Charge helps home service contractors grow by providing comprehensive customer engagement services, including live, 24-7 industry-trained customer engagement and call booking, monthly P&Ls and budgets, cash flow and planning, outbound appointment setting, administrative office tasks, dispatch, custom greeting, call screening and more.For more information, visit https://contractorincharge.com/ .Ripley PR was founded in 2013 with a focus on home services and franchising. The agency, which was named one of America's Top PR Agencies for 2024 by Newsweek and has made Entrepreneur Magazine's annual list of Best PR Agencies for Franchises for six consecutive years, offers strategic communications for its clients, including crisis management, media relations and social media strategies