Website Boston_Standard Boston Standard



Primary Duties and Responsibilities:

  • Efficiently schedules existing and new customer appointments for service & maintenance.
  • Answers and triages all inbound customer phone calls.
  • Completes real-time review of the schedule throughout the day to make sure the week ahead is looking smooth.
  • Retrieves answering service and all other inbound scheduling communications in a timely fashion and responds to all inquiries in the same business day.
  • Proactively manages the schedule during busy or slow periods, with support of the Office Manager.
  • Communicates real-time information to technicians and customers.
  • Prepares marketing, spreadsheets, letters, reconciliations, or other administrative work as requested.
  • Works closely with Service Manager and Dispatch Coordinator to provide excellent customer service to our external and internal customers.
  • Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff..
  • Ensures that appropriate actions are taken to resolve customer’s problems and concerns.
  • Maintains customer accounts and records of customer interactions with details of inquiries.
  • Performs other related duties as assigned.

Skills and Abilities:

  • Friendly demeanor over the phone, with a high level of customer service.
  • Ability to prioritize tasks and appointment setting based on standard criteria provided.
  • Exceptional organizational skills are essential.
  • Ability to perform data entry in the Microsoft suite, Excel required.
  • Demonstrated excellent communication, conflict resolution and interpersonal skills.
  • Demonstrated ability to work as an effective team member and pitch in as needed.
  • Computer skills and use of electronic devices for scheduling, invoice creation and communication to staff and customers required.


  • Excellent telephone voice, great attitude, and work ethic.
  • Computer experience is required.
  • You must be able to multitask. This job involves managing multiple phone lines and maintaining a calm demeanor. Although experience in the trades is a plus, we will train those who possess the ability to multitask and provide wonderful customer service over the phone and to co-workers.
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