Job Description

Position Overview

The Customer Support Representative plays a critical behind-the-scenes role in maintaining Gravity Complete Services' reputation for professionalism, reliability, and exceptional customer care.

This position is not a dispatch role it focuses on customer relations, communication, and quality assurance after a job is booked. The Customer Support Representative ensures every customer feels informed, valued, and supported throughout their experience with Gravity. They follow up on active jobs, track materials and parts, confirm appointment details, and make sure customers are always updated and satisfied.

Key Responsibilities

Customer Experience & Communication

Build and maintain strong, long-term relationships with existing customers through consistent communication and proactive service follow-up. Confirm that customers are aware of upcoming appointments, arrival windows, and any required preparations. Notify customers promptly if a technician is delayed or a schedule change occurs. Follow up after every completed job to confirm satisfaction, gather feedback, and encourage online reviews. Handle post-service communication to ensure any concerns or warranty issues are addressed quickly and professionally. Maintain a friendly, respectful, and professional tone in every customer interaction -- representing the Gravity standard of care. Track and support customer retention programs, service plans, and repeat maintenance reminders.

Job Readiness & Coordination Support

Verify that all booked jobs have the correct details, materials, and parts noted in Jobber prior to service. Collaborate with the Service Manager and inventory team to ensure parts are ordered and tracked for each job. Follow up daily on open parts orders to confirm delivery dates and communicate updates to technicians and customers. Ensure all materials and parts for quoted or approved jobs are prepped and ready before the scheduled work date. Keep detailed records of pending quotes, parts, and customer updates in Jobber.

Internal Support & Quality Control

Work closely with dispatchers and technicians to ensure communication and follow-through align with customer expectations. Audit completed jobs in Jobber to confirm notes, photos, and invoices are finalized accurately. Support management in tracking customer satisfaction trends, callbacks, and review performance. Identify gaps in the service process and recommend improvements to strengthen overall customer experience. Assist with administrative reporting, warranty tracking, and customer-related project updates.

Qualifications & Skills

2+ years of customer service or administrative experience (home service, HVAC, plumbing, or trades industry preferred). Excellent verbal and written communication skills with a customer-first approach. Strong organizational skills and exceptional follow-up discipline. Ability to manage multiple moving parts and deadlines in a fast-paced service environment. Proficient with Jobber or similar CRM / job management software. Team-oriented with the ability to support multiple departments and maintain strong internal communication. Positive, dependable, and proactive personality with a genuine focus on relationship-building.

Key Performance Indicators (KPIs)

Customer satisfaction and review ratings Customer retention and repeat service rate Callback reduction and communication accuracy Timeliness of follow-up on parts, materials, and post-job reviews Accuracy and completion rate of records in Jobber

Compensation & Growth

Competitive hourly wage per experience. Health, dental, and vision benefits after probationary period Paid training and professional development opportunities Clear growth path toward Customer Experience Lead or Operations Coordinator roles
Job Types: Full-time, Permanent

Pay: $20.00-$25.00 per hour

Expected hours: 40 per week

Benefits:

Dental care Extended health care
Work Location: In person