Customer Success Representative

Future Remodeling•Bergenfield, NJ

4d•$22 - $25•Onsite

About The Position

As a Customer Success Representative, you will be one of the first voices homeowners hear from Future Remodeling. Your job is to create a professional, helpful, and organized customer experience from the first inquiry through the completed sales appointment. You will respond to inbound leads, make outbound calls, qualify homeowners, answer questions, schedule appointments, confirm details, reschedule when needed, and keep accurate records inside the CRM. You will work closely with Sales, Marketing, and Operations to make sure every customer receives timely follow-up and every qualified opportunity is handled properly. This role directly supports company growth. Strong CSRs help create better customer experiences, stronger appointment outcomes, cleaner data, and more efficient sales production.

Requirements

High school diploma or equivalent required.
Excellent verbal and written communication skills.
Comfort speaking on the phone for most of the day.
Comfort making outbound calls and following up with customers consistently.
Professional, organized, detail-oriented, and able to manage multiple priorities.
Strong customer service mindset with the ability to build rapport quickly.
Ability to remain calm and professional during difficult or emotional customer conversations.
Self-motivated, accountable, coachable, and willing to continuously improve.
Ability to learn CRM software, calendar systems, scripts, workflows, and basic remodeling terminology.
Must be reachable and responsive during scheduled working hours due to the nature of the role.

Nice To Haves

Previous customer service, customer success, front desk, call center, or inside sales experience.
Experience using CRM software or appointment scheduling systems.
MacOS experience and comfort learning new software tools.
Associate's or Bachelor's degree.
Bilingual English/Spanish communication skills.
Experience in home improvement, construction, remodeling, roofing, windows, siding, HVAC, or similar industries.

Responsibilities

Respond to inbound leads across phone, SMS, email, web forms, manufacturer portals, marketing campaigns, and other assigned lead sources.
Conduct consistent outbound outreach and follow-up to convert leads into qualified appointments.
Qualify homeowners using company-approved standards while providing a helpful, professional customer experience.
Educate customers on company services, appointment expectations, process, basic terminology, and next steps.
Schedule, confirm, reschedule, cancel, and manage appointments throughout the appointment lifecycle.
Handle objections, customer questions, scheduling conflicts, and difficult conversations with professionalism and calmness.
Manage follow-up campaigns for inbound leads, prior consultations, canceled appointments, dormant leads, past customers, and other assigned outreach efforts.
Maintain complete and accurate CRM records, lead statuses, appointment notes, call outcomes, calendar updates, and follow-up tasks.
Escalate customer issues, operational concerns, scheduling conflicts, or process barriers to management when needed.
Attend training, coaching sessions, meetings, call reviews, and role-play exercises to continuously improve.

Benefits

$22-$25/hour based on experience.
Full-time position.
Overtime opportunities may be available based on business needs.
This is an hourly, full-time, in-office role with eligibility for a structured monthly performance bonus based on activity quality, speed-to-lead, CRM accuracy, appointment confirmation, follow-up completion, and customer experience standards.
Health, dental, and vision support.
Life insurance policy.
Paid training and structured onboarding.
Company-provided systems and required software access.
Company events, team incentives, and advancement opportunities as the company grows.
Holidays and additional time-off benefits as outlined in the Employment Agreement.