Customer Service Representative (Hybrid)

Job Title: Hybrid Customer Service Representative 

About Us 

We are growing handyman business dedicated to providing top-notch services to homeowners and businesses. Our team is passionate about delivering quality workmanship and outstanding customer care. Our mission is to be the most trusted partner to the homeowners and businesses in our community when caring for their homes and properties.  

As our company expands, we are looking for a dedicated Customer Service Representative to join our small, close-knit office team. This role is vital for ensuring our clients receive exceptional service from their first phone call to post-service follow-up. 

Position Overview: 

We are seeking a detail-oriented and personable Customer Service Representative to join our team. This role is pivotal in ensuring excellent customer experiences, with a strong focus on scheduling appointments, managing inquiries, and demonstrating exceptional phone etiquette. The ideal candidate will thrive in both remote and on-site environments, showcasing adaptability, professionalism, and the ability to manage multiple tasks efficiently. 

Key Responsibilities: 

• Customer Interaction: Answer inbound and outbound calls, emails, and chat inquiries and serve as the first point of contact for current and potential customers providing friendly and professional support, ensuring a high level of customer satisfaction. 
• Scheduling: Coordinate customer appointments and technician schedules, ensuring accuracy and good communication throughout. 
• Lead Follow-Up: Respond promptly to voicemail, email, and online inquiries to nurture leads and convert them into scheduled appointments. 
• Post-Job Follow-Up: Check in with customers after services are completed to ensure satisfaction, collect feedback, and address any concerns. 
• Problem Resolution: Identify customer issues, provide solutions promptly, and escalate complex matters to the appropriate department when necessary. 
• Record Keeping: Maintain detailed records of all interactions and update customer information in our CRM software. 
• Team Collaboration: Work closely with technicians and office staff to ensure seamless communication and outstanding customer service. 

Qualifications: 

Education: High school diploma or equivalent; additional certifications in customer service or administrative tasks are a plus. 

Experience: At least 1 year of experience in customer service, scheduling, or a related field. 

Skills: 

• Strong verbal and written communication skills. 
• Exceptional phone etiquette with a customer-first mindset. 
• Proficiency in scheduling and CRM software (e.g., Microsoft Outlook, Google Calendar, ServiceTitan). 
• Multitasking and problem-solving abilities in a fast-paced environment. 
• Strong organizational skills and attention to detail. 
• Ability to adapt to remote and in-office environments as needed, demonstrating strong time management skills in both settings. 

Technical Requirements: Access to a reliable computer, stable internet connection, and proficiency in using remote work tools (e.g., Zoom, Microsoft Teams). 

Working Conditions: 

• Hybrid Environment: Combination of remote work and in-office duties based on business needs. 
• Schedule: Flexible hours may be required, including occasional evenings or weekends to accommodate customer needs. 

Why Join Our Team? 

• Room for Growth: As we expand, you’ll have opportunities to advance into other back-office roles and develop new skills. 
• Supportive Culture: Work in a small, friendly environment where you’re encouraged to share your ideas and collaborate. 
• Meaningful Impact: Be a key player in delivering high quality services that keep our customers coming back. 
• Competitive salary, paid holidays, and paid time off. 

If you are passionate about providing exceptional customer service and are excited to grow in a thriving company, we’d love to hear from you! 

How To Apply: Please submit your resume and a brief cover letter outlining your relevant experience and why you would be a great fit for this role. We are an equal opportunity employer and encourage candidates from all backgrounds to apply. 

*You are applying to work for a franchise owner of Mr. Handyman, not Mr. Handyman SPV LLC or any of its affiliates. If hired, the franchise owner will be your only employer. Franchise owners are independent business owners who are solely responsible for their own wage and benefit programs that can vary among franchise owners. This job description is meant to describe the general nature and level of work being performed.