[Hiring] Customer Service & Booking Specialist @Monkey Wrench Services

Role Description

Be The Voice That Turns Calls Into Care! At Monkey Wrench Services, we’re looking for a Customer Service & Booking Specialist who brings urgency, empathy, and problem-solving skills to every customer interaction. If you’re a natural communicator who thrives in fast-paced environments, knows how to connect with people, and can confidently turn inquiries into scheduled appointments, we want you on our team!

You’ll be the first point of contact for our customers - listening with empathy, responding with urgency, and guiding them toward solutions. Your role is critical:

• Every call you take ensures our technicians are where they’re needed most.
• Every appointment you book helps a customer feel supported and cared for.

Qualifications

• 3-5 years of customer service, call center, or appointment-setting experience.
• Strong English communication skills, both spoken and written.
• Clear, professional phone presence with excellent etiquette.
• Ability to build rapport quickly and handle calls with confidence.
• Organized, detail-oriented, and solution-focused.
• Tech-savvy and comfortable with CRM systems.
• Self-motivated team player who thrives in a performance-driven environment.
• Reliable internet and a professional work-from-home setup.

Requirements

• Answer inbound calls promptly, creating a positive and reassuring first impression.
• Make outbound calls to schedule appointments, follow up with customers, and convert inquiries into bookings.
• Show empathy by listening carefully to customer concerns and building trust through clear communication.
• Demonstrate urgency in resolving customer needs and ensuring timely scheduling.
• Guide customers confidently through the booking process, addressing questions and offering solutions.
• Update customer information and appointment details accurately in our CRM.
• Coordinate with dispatch and management to ensure smooth scheduling and communication.
• Meet booking targets while maintaining high standards of customer care.
• Learn and use ServiceTitan CRM (training provided).

Benefits

• Stable Monday–Friday schedule with occasional overtime and weekends as needed.
• Vibrant company culture with regular events and team celebrations.
• Growth and advancement opportunities through ongoing training and career development.
• Supportive, team-based environment with caring, engaged leadership.
• Comprehensive benefits including health, dental, vision, and life insurance.
• 401(k) retirement savings plan.
• Paid time off (PTO) for personal time and rest.
• Paid training programs to help you grow professionally.
• Competitive pay: $20–$24/hour (with bonus opportunities), based on experience.
• Fully remote role within the U.S.

Company Description

With over 17 years of proven success, Monkey Wrench Plumbing, Heating, Air & Electric is founded upon a commitment to excellence, high standards, and an unwavering dedication to both team and customer satisfaction. Central to our values is our mission: to provide an elevated service experience to our members and their homes. We invest in our people, support their professional growth, and consistently strive to deliver exceptional service—both within our organization and to the communities we serve.