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