Customer Support & Scheduling Specialist (Home Services)

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Profile Requirements:

• Min 2.5 Years of Proven Experience in Customer Support, Appointment Scheduling, Administrative Assistance, Dispatch Coordination, or a similar role
• Experience supporting a handyman, home services, construction, or property maintenance business is strongly preferred
• Strong experience answering customer calls and responding to online leads
• Excellent spoken and written English communication skills
• Professional, friendly, and confident phone communication
• Experience scheduling appointments, estimates, and service technician assignments
• Experience using CRM systems, scheduling software, or job management platforms
• Familiarity with SHVR or similar service management software is a plus
• Understanding of handyman services, residential repairs, and home maintenance terminology is preferred
• Experience following up with leads, estimates, and customer inquiries
• Ability to follow lead screening procedures and recognize when management approval is required
• Experience preparing invoices, tracking payments, and following up on outstanding balances is preferred
• Strong Microsoft Excel or Google Sheets skills
• Experience maintaining customer records and preparing operational reports
• Strong organizational, multitasking, and time-management skills
• Ability to prioritize customer requests and manage multiple appointments
• Strong attention to detail and ability to follow established procedures
• Dependable, proactive, customer-focused, and comfortable working independently

Core responsibilities:

• Answer incoming customer calls and respond to inquiries regarding handyman services, repairs, estimates, and appointments
• Respond to new leads through phone, text, email, and online platforms within 15 minutes during business hours
• Answer or return other customer messages the same business day, preferably within one hour
• Collect customer information, including contact details, property address, requested services, photos, and preferred scheduling dates
• Enter and maintain all leads, customer communications, and job information in SHVR
• Screen incoming requests using the established Lead Screening Guide
• Identify routine handyman repairs and escalate remodeling, electrical, plumbing, permit-related, hidden damage, or unclear requests to the General Contractor
• Schedule estimates, service appointments, and approved handyman jobs
• Coordinate handyman assignments, crew schedules, and job details with the General Contractor
• Confirm next-day appointments and communicate scheduling changes to customers and team members
• Follow up on unsold estimates within 24–48 hours and again after 3–5 days when necessary
• Record all estimate follow-ups, customer responses, and next steps in SHVR
• Update job statuses daily, including work progress, scheduling changes, delays, and customer requests
• Escalate scope changes, technical questions, complaints, and other service concerns to the General Contractor
• Maintain professional customer communication throughout the scheduling and service process
• Follow up with customers after completed jobs and assist with requesting reviews and feedback
• Prepare and send invoices for completed jobs using approved amounts
• Record customer deposits and payments and follow up on overdue invoices
• Report payment discrepancies and unresolved billing issues to the Owner
• Review open leads, pending estimates, unpaid invoices, and upcoming appointments weekly
• Verify that job types, lead sources, tags, and customer records are accurately maintained
• Prepare weekly reports covering estimates completed, jobs booked and completed, booked revenue versus goals, outstanding invoices, customer reviews, and operational issues
• Provide the General Contractor and Owner with the following week's estimates, jobs, and crew assignments
• Review job records, invoices, and recorded payments monthly and flag discrepancies to the Owner or bookkeeper
• Maintain organized customer records, estimates, invoices, schedules, and job documentation
• Follow established approval procedures and avoid promising unapproved pricing, dates, services, or additional work
• Refer subcontractor selection, technical scope, permit requirements, and field assignments to the General Contractor
• Do not independently schedule structural work, roofing, flood remediation, or exterior work above two stories
• Refer electrical and plumbing requests to the General Contractor for licensed subcontractor coordination or referral
• Escalate repairs following remediation by others to the General Contractor and Owner for review
• Direct customers to emergency services when immediate danger is present and notify management
• Assist with additional customer support, scheduling, lead management, invoicing, and administrative responsibilities as needed

Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.

Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!