Probook

AI Annotator

Probook

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $75,000 - $100,000 per year

About the role

  • Review and listen to calls handled by Probook AI’s AI CSR to ensure all customer-specific expected behaviors, scripts, and workflows are followed accurately
  • Annotate and document detailed agent feedback directly into customer-specific databases
  • Identify trends, errors, or deviations and log issues in the company issue tracker, creating actionable tickets for internal teams
  • Verify booking accuracy for all appointments scheduled by the AI CSR
  • Validate the legitimacy of true booking opportunities, ensuring bookings meet defined criteria
  • Annotate a minimum of 120 calls per day with accuracy and consistency
  • Provide clear, actionable feedback and improvement suggestions to enhance the AI CSR’s booking performance and customer experience
  • Collaborate with internal teams (QA, Product, Engineering, Operations) to support continuous improvement initiatives

Requirements

  • 1+ year of hands-on experience using the ServiceTitan platform
  • 2+ years of experience working within a trades-based service company (HVAC, Plumbing, Electrical, or similar)
  • 2+ years of experience in a Quality Assurance role, auditing and grading CSR calls
  • 3+ years of experience as a Customer Service Representative within a service-based company
  • Proven experience evaluating call quality, booking outcomes, and adherence to call flows
Benefits
  • Fully remote opportunity
  • Pay in lieu of benefits
  • Company-supplied equipment
  • Opportunity to work at the forefront of AI-driven customer service innovation
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
call quality evaluationbooking accuracy verificationcustomer feedback documentationissue trackingdata annotationtrend identificationerror loggingactionable ticket creationperformance improvement suggestionscustomer experience enhancement
Soft Skills
collaborationcommunicationattention to detailanalytical thinkingproblem-solving