Customer Service Representative (CSR)
About The Position
Mr. Handyman is an award-winning home repair and maintenance company with a reputation for exceptional customer service, quality workmanship, and professionalism. We are looking for a highly organized, friendly, and detail-oriented Customer Service Representative (CSR) to become the voice of our company and help deliver an outstanding experience for every customer. If you enjoy helping people, thrive in a fast-paced environment, and love staying organized while juggling multiple tasks, we'd love to meet you. As a Customer Service Representative, you will be responsible for managing customer communications, scheduling appointments, supporting our field technicians, and ensuring every customer receives exceptional service from the first phone call through project completion. This is a critical role within our office that requires excellent communication skills, attention to detail, and the ability to prioritize multiple tasks throughout the day.
Requirements
- Previous customer service experience required
- Excellent verbal and written communication skills
- Strong organizational and multitasking abilities
- Comfortable working in a fast-paced office environment
- Detail-oriented with excellent follow-through
- Professional phone etiquette
- Proficient with Microsoft Office and Google Workspace
- Ability to quickly learn scheduling and CRM software (Service Titan experience is a plus but not required)
Nice To Haves
- Call center, dispatch, scheduling, or administrative experience preferred
- Bilingual (English/Spanish) preferred
Responsibilities
- Answer inbound customer calls professionally and courteously
- Respond promptly to website leads and online service requests
- Gather detailed information regarding customers' repair and maintenance needs
- Ask pertinent questions to accurately determine the scope of work
- Schedule estimates, inspections, and service appointments while optimizing technician routes and availability
- Confirm appointments and communicate schedule changes when necessary
- Conduct customer satisfaction calls following completed jobs
- Follow up with prospective customers regarding outstanding estimates
- Build long-term relationships with customers through excellent communication
- Resolve customer concerns and escalate issues when appropriate
- Review completed work orders for accuracy
- Verify scope of work completed with technicians
- Prepare, clean up, and send customer invoices
- Maintain accurate customer records within our CRM
- Assist with daily office operations and administrative tasks
- Help source materials for upcoming jobs
- Coordinate with vendors and suppliers
- Request Certificates of Insurance (COIs) as needed
- Send COIs to condominium associations and property management offices
- Coordinate building access requirements for upcoming projects
- Build and maintain strong relationships with condominium management companies
- Communicate effectively with property managers, building engineers, and HOA representatives
- Support our commercial and residential clients with professionalism and urgency
Benefits
- Competitive hourly pay based on experience ($18 - $23/hr)
- Performance bonus opportunities
- Paid holidays
- Paid vacation
- Company contribution toward employee health insurance
- Professional development and ongoing training
- Supportive team environment
- Opportunity for advancement within a growing company
- Stable, year-round employment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
