Seasonal Live Services Agent

About the role

Live Services, a home services platform within ServiceTitan, is hiring a Seasonal Live Services Agent I. The role is customer-facing and remote, acting as the first point of contact for customers' home service needs. It is a seasonal position with a 3-month contract starting from the start date.

Key responsibilities

• Speak with customers by phone, addressing their needs from start to finish with an empathic, supportive tone.
• Explain scheduling options, the scope of services and the benefits of membership.
• Find creative solutions using a network of service partners and guide customers to the best match.
• Book services and follow through to completion and satisfaction.
• Build trust with customers and meet targets for contact rates, bookings, memberships and other KPIs.
• Advocate for members and train and mentor new team members.

Required profile

• Proven customer support, client service or direct client-facing experience.
• Strong phone and email contact handling, including active listening, grammar, spelling and typing speed.
• Flexible for the first 3 weeks of a full-time training schedule (9:00 AM - 5:30 PM EST), then part-time or full-time; weekends and holidays required.
• General understanding of the Internal Admin Portal and a strong working relationship with the Live Services team.
• Bonus points for experience in the home services space.

Required skills

• Familiarity with CRM systems and practices.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize and manage time effectively.

What we offer

• Pay of $19.80 per hour (expected range $19.70-$24.13 CAD for Canadian residents).
• Work from home, with flextime and 20-29 hours per week part-time or 32-40 hours per week full-time.
• Company-paid medical, dental and vision, RSP match, and employee assistance program.
• Parental leave, adoption reimbursement, and flexible learning and development opportunities.