Customer Service Rep

About the Role

As a Customer Service Representative, you are the voice of our local office. Homeowners and commercial clients call us when they need help maintaining, repairing, or improving their properties. Your primary responsibility is to listen to their needs, reassure them that they are in good hands, and schedule the right multi-skilled craftsman for the job. This role is essential to our daily operations, bridging the gap between our customers' home repair needs and our skilled team in the field.

If you enjoy solving puzzles, organizing details, and helping people in your community feel confident about their home maintenance decisions, you will find this role highly rewarding. You will work in a supportive, professional office environment where your contributions directly impact the business every day.

What Success Looks Like

In this role, success is measured by your ability to build trust with callers, manage schedules efficiently, and support our craftsmen. Here is what you will focus on:

Day-to-Day Responsibilities

• Answering inbound calls and digital inquiries with a warm, helpful, and professional demeanor.
• Listening carefully to customers' home repair issues and asking clarifying questions to understand the scope of work.
• Using our proprietary booking software to schedule jobs, matching the customer's needs with the right craftsman's skill set.
• Optimizing daily schedules and travel routes to ensure craftsmen can work efficiently and arrive on time.
• Following up with customers after their service to ensure they are fully satisfied with the work completed.

Over-Time Goals

• Developing a strong working knowledge of home repair and maintenance terms to make project estimation more accurate.
• Building repeat business by establishing friendly, long-term relationships with local homeowners and commercial clients.
• Contributing to the team's overall booking and customer satisfaction goals, helping us maintain our strong brand reputation.

Position Requirements

We believe in hiring for attitude and training for technical skills. We do not expect you to be a professional carpenter or plumber, but we do look for candidates who meet the following criteria:

Must-Have Qualifications

• At least one year of experience in a customer service, administrative, or office support role.
• Excellent verbal and written communication skills, with the ability to speak clearly, listen actively, and show empathy.
• Strong organizational skills and the ability to manage multiple tasks, such as talking on the phone while navigating a computer system.
• Comfort learning and using modern computer software, including scheduling systems, email, and basic office tools.
• A reliable, punctual, and collaborative work ethic.

Nice-to-Have Qualifications

• Previous experience in scheduling, dispatching, or logistics.
• Familiarity with basic home improvement, handyman, or construction terms.
• Experience working in a service-oriented business, such as retail, hospitality, or home services.

What We Offer

• Comprehensive training on our scheduling systems, customer service methodology, and home repair estimation processes.
• A respectful, team-oriented work environment where your ideas are valued and your hard work is recognized.
• The pride of working with a highly trusted, household brand name.

Ready to Apply?

If you are a positive, detail-oriented professional who loves helping people and wants to build a career with a supportive team, we encourage you to apply. Please submit your resume today, and we will be in touch soon to discuss the next steps.