Remote Customer Service & Booking Specialist

With over 17 years of proven success, Monkey Wrench Plumbing, Heating, Air & Electric , based in Los Angeles , 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 across Los Angeles .

The Role!

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, and every appointment you book helps a customer feel supported and cared for in Los Angeles and surrounding communities.

The Application Process: (Only candidates who complete this process will be considered)

Please take a moment and read this script carefully and then call this number (323) 940-7696 and leave a message with the script. Make sure you leave your name and phone number on the message. Put your best voice forward, remember, you're the voice of our company.

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"Thank you for calling ABC Plumbing , this is _____, how can I help you?" "I'm so sorry to hear that you have no hot water, that must be inconvenient." "Don't worry, we do this all the time, our plumbers will take good care of you." "Our plumbers come in fully stocked trucks and are able to take care of most problems then and there." "The cost to get one of our excellent plumbers to your home today is only $39.00, we have an appointment available this afternoon, does that work for you? "Great, our plumber will be at your house this afternoon before 5. What's the best number to reach you when he's on the way?" "I'd really like to thank you for calling us today, and I hope we can earn your business.

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What We Offer:

• Stable schedule with occasional overtime 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 • 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

What You'll Do!

• 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 Service Titan CRM (training provided).

What We're Looking For!

• 3-5 years of customer service and/or appointment-setting experience in HVAC, plumbing, electrical or home services.
• 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

Nice To Haves:

• Experience with Service Titan or similar CRM platforms.

Why Join Us?

At Monkey Wrench Plumbing, Heating, Air & Electric, our success is driven by the talent and dedication of our team. We’re committed to fostering a workplace where every individual feels valued, supported, and empowered to grow. If you're a dispatch professional who thrives on building meaningful connections and making a positive impact, we’d love to have you on our team!

Equal Opportunity Employer

Monkey Wrench Plumbing, Heating, Air & Electric is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender, veteran status, disability, or any other protected classification. Pre-employment background check and drug screening are required.