Customer Service & Appointment Setter

Company: Next Level Coatings

Position: Customer Service & Appointment Setter

Job Type: Full-Time

Industry: Home Services / Concrete Coatings

About the Position

Next Level Coatings is looking for a friendly, dependable, and organized Customer Service & Appointment Setter to help manage incoming leads, schedule estimates, communicate with customers, and keep our calendar and CRM organized.

This is a customer-facing position. You will spend a significant part of your day making and receiving phone calls, sending text messages, scheduling appointments, and updating customer information.

You are not responsible for selling or closing projects.

Your primary responsibility is making sure every new lead is contacted, qualified, scheduled with the correct estimator, and properly communicated with throughout the process.

Once an estimator closes a project, you will also help the customer schedule their installation and make sure their required down payment is collected.

Primary Responsibilities 1. Contact New Leads

When a new customer requests information, you will:

• Call the customer promptly.
• Follow our provided call script.
• Ask basic questions about their project.
• Collect as much useful information as possible.
• Enter accurate information into our CRM.
• Determine which estimator the customer needs.
• Work toward scheduling an in-person estimate.

(You will be provided with scripts and training for these conversations.)

2. Schedule Estimates

Your primary goal with new leads is to book qualified estimates.

You will:

• Check estimator availability.
• Offer customers available appointment times.
• Schedule appointments on the company calendar.
• Assign the correct estimator.
• Enter the customer's address and contact information.
• Add project details and notes.
• Keep the CRM and calendar accurate.

Some customers may need to reschedule. You will be responsible for helping them find another available appointment and updating the estimator.

3. Confirm Appointments

Approximately 90 minutes before each estimate, you will call/contact the customer to confirm that they are still available.

If they confirm:

• Mark the appointment as confirmed.
• Notify the estimator.
• Send the customer the estimator's contact information.

If they don't answer:

• Follow our established call and text process.
• Keep the estimator informed.
• Continue attempting to confirm the appointment.

Our goal is to prevent estimators from driving to appointments where the customer is unavailable.

4. Keep the Sales Team Updated

Communication is extremely important in this position.

You will keep our estimators informed when:

• An appointment is booked.
• An appointment is confirmed.
• A customer has not confirmed.
• An appointment is rescheduled.
• A customer cancels.
• An appointment time changes.
• Important customer information changes.

(The calendar and CRM must always reflect the most current information.)

5. Maintain the CRM

You will help keep customer information organized throughout the day.

This includes:

• Adding new customer information.
• Updating lead statuses.
• Recording call attempts.
• Adding customer notes.
• Updating appointment information.
• Recording reschedules and cancellations.
• Keeping contact information accurate.
• Making sure each customer has a clear next step.

(You should be comfortable working on a computer and learning new software.)

6. Help Customers After They Purchase

Once an estimator closes a project, the customer will be transferred back to you for scheduling.

You will:

• Contact the customer.
• Help coordinate their installation date.
• Add the installation to the company calendar.
• Update the CRM.
• Send scheduling information to the customer.
• Keep the appropriate team members updated.

7. Down-Payment Follow-Up

Customers are required to have their 50% down payment paid 10 days before installation.

You will help make sure this happens.

Responsibilities include:

• Sending payment reminders.
• Sending Invoices/Estimates.
• Sending payment links.
• Following up with customers.
• Confirming when payment has been received.
• Updating the customer's CRM record.
• Alerting management if payment has not been received.

(You are not responsible for accounting or bookkeeping.)

What We're Looking For:

We're looking for someone who is:

• Friendly and professional on the phone.
• Comfortable making outbound calls.
• Comfortable speaking with new customers.
• Organized.
• Dependable.
• Detail-oriented.
• Good at following instructions.
• Comfortable following scripts.
• Comfortable sending professional text messages.
• Can write, read, and speak in English & Spanish.
• Able to manage multiple appointments.
• Comfortable using computers.
• Able to learn CRM software.
• Able to manage a calendar.
• Consistent with follow-up.
• Able to work independently after training.

Previous Experience

Experience in any of the following is helpful:

• Customer service
• Appointment setting
• Receptionist work
• Call centers
• Administrative assistance
• Virtual assistant work
• Home-service companies
• Scheduling
• CRM systems

Previous flooring or construction experience is not required.

We will train the right person on our services, scripts, CRM, and processes.

Systems You May Use:

You may work with:

• Monday.com
• Google Calendar
• Gmail
• Google Docs
• GHL
• Quickbooks
• Phone and text messaging systems
• Customer relationship management (CRM) software
• Online invoicing/payment systems

Experience with these specific programs is helpful but not required.

Please do not apply if you are uncomfortable calling new leads or speaking with customers over the phone.

We provide the scripts and training. We need someone who is comfortable picking up the phone, following the process, and communicating professionally.

To Apply"

Please submit your resume and answer the following questions:

• What customer service or appointment-setting experience do you have?
• Are you comfortable making outbound calls to new leads?
• Have you used a CRM before? If so, which one?
• What calendar or scheduling software have you used?
• Are you comfortable following a call script?
• Tell us about a position where you had to stay organized and follow up with multiple people.
• Why are you interested in this position?

Please include the phrase “Next Level” somewhere in your application so we know you read the full job description.

Pay: $20,000.00 - $30,000.00 per year

Benefits:

• Work from home

Work Location: Remote