Customer Service Representative (CSR) / Scheduler

Ace Handyman Services Traverse City•Traverse City, MI

22h•$17 - $20•Onsite

About The Position

Ace Handyman Services Traverse City is seeking a highly organized, customer‑focused Customer Service Representative (CSR)/Scheduler to be the central communication hub between our clients, craftsmen, and office operations. This position is mission‑critical to the success of our daily operations. The CSR/Scheduler ensures that every client interaction is professional, informative, and clearly communicated, and that every job is scheduled accurately and efficiently so our craftsmen can arrive prepared and ready to deliver outstanding service. Mission To communicate all information necessary to complete each and every job in a timely, professional manner—supporting both our clients and craftsmen to ensure exceptional service delivery.

Requirements

Exceptional phone and interpersonal communication skills
Strong attention to detail and organizational abilities
Ability to multitask and remain calm in a fast‑paced environment
Customer‑service mindset with problem‑solving skills
Comfortable using scheduling and CRM software (ServiceTitan experience strongly preferred)
Basic administrative and office experience
Ability to work independently and take ownership of responsibilities
Professional, trustworthy, and dependable

Nice To Haves

ServiceTitan experience strongly preferred

Responsibilities

Customer Communication & Scheduling Serve as the primary point of contact for all incoming calls.
Clearly explain Ace Handyman Services’ offerings, pricing structure (time + materials), and availability to new and existing clients.
Guide new clients through our process and set clear expectations for how we work.
Carefully schedule jobs using ServiceTitan , assigning: Correct craftsman for the job Accurate job descriptions Exact dates and arrival times
Ensure detailed and thorough notes are entered into ServiceTitan so craftsmen understand job scope well in advance of night‑before calls.
Craftsman & Field Support Dispatch job information to craftsmen via our ServiceTitan app.
Provide real‑time office support to craftsmen in the field as needed.
Handle re‑scheduling requests from both customers and field staff promptly and professionally.
Check in paperwork from the field and ensure completeness and accuracy.
Operations & Office Support Continuously monitor voicemail, ServiceTitan, and email to capture missed inquiries during busy call periods.
Return all phone calls and texts within the same business day .
Proactively solve operational issues as they arise.
Maintain a digital Rolodex of referral partners , providing quick access to trusted resources for a variety of client and operational needs.
Track and suggest improvements to make the position and systems more efficient.
Administrative Duties Manage all office‑to‑client communication, including: Phone calls Text messages Letters Follow‑ups and thank‑you notes
Assist with office organization, including: Filing Billing Accounts Receivable (A/R) Accounts Payable (A/P)
Independently manage phone system issues and resolve them promptly.
Check and respond to email daily.