Customer Service Representative

We are looking for an outgoing, self-motivated Inside Sales & Customer Service Representative to join our team and serve as a key point of contact for customers.

This is an inbound sales and customer service position. The primary responsibility is answering incoming calls, understanding customer needs, providing estimates, answering questions, and following up with customers to help turn opportunities into completed jobs.

There is no cold calling. The focus is on managing inbound leads and existing customer relationships, responding quickly to inquiries, and providing an excellent customer experience from the first phone call through scheduling and follow-up.

Experience in home services, construction, roofing, gutters, landscaping, HVAC, plumbing, or a similar industry is preferred but not required. Experience using CRM and field-service management systems such as Housecall Pro and Next Level is also preferred.

The ideal candidate will have strong telephone customer service skills, a confident and professional phone presence, and the ability to build rapport with customers quickly. They should be organized, self-motivated, comfortable discussing pricing and estimates, and capable of managing multiple follow-ups without constant supervision.

Key ResponsibilitiesInbound Customer Service

• Answer and manage incoming customer calls in a professional, friendly, and confident manner.

• Provide exceptional telephone customer service and create a positive experience from the first interaction.

• Quickly understand the customer's needs and determine the appropriate service.

• Ask the right questions to gather information needed to qualify leads and prepare estimates.

• Provide customers with information about services, pricing, scheduling, and next steps.

• Handle customer questions and concerns professionally and effectively.

• Respond to inbound leads from phone, website, email, and other marketing channels.

• Ensure every incoming lead receives timely attention and follow-up.

Estimates & Inside Sales

• Prepare and provide estimates for customers based on company pricing, service information, and available job details.

• Explain estimates and service recommendations clearly and confidently.

• Identify opportunities to recommend additional services when appropriate.

• Follow up with customers who have received estimates but have not yet scheduled.

• Help move qualified leads from initial inquiry to scheduled job.

• Ask for the sale and confidently guide customers toward scheduling when appropriate.

• Maintain accurate records of estimates, customer interactions, and sales opportunities.

Customer Follow-Up

• Maintain a consistent follow-up process for open estimates and leads.

• Contact customers after estimates are provided to answer questions and encourage scheduling.

• Follow up with customers who have expressed interest but have not yet committed.

• Re-engage previous customers when appropriate.

• Keep customer information, notes, and follow-up activities organized and up to date.

• Make sure no qualified lead or customer inquiry falls through the cracks.

CRM & Office Management

• Enter and maintain accurate customer and lead information in the company's CRM and field-service management systems.

• Manage customer information, estimates, notes, follow-up activities, and job status within the CRM.

• Utilize platforms such as Housecall Pro and Next Level to manage leads, customer communications, estimates, and scheduling.

• Coordinate with field technicians and management to ensure customers receive accurate information.

• Communicate scheduling updates and changes to customers.

• Track open estimates, pending decisions, scheduled work, and follow-up opportunities.

• Assist with general office and customer service responsibilities as needed.

Skills & QualificationsRequired

• Strong telephone customer service skills and a professional, friendly phone presence.

• Excellent verbal and written communication skills.

• Outgoing and comfortable speaking with customers throughout the day.

• Self-motivated and able to work independently.

• Strong organizational and follow-up skills.

• Ability to manage multiple leads, customers, estimates, and follow-up tasks simultaneously.

• Comfortable discussing services, estimates, and pricing with customers.

• Strong attention to detail.

• Basic computer skills and ability to quickly learn new software.

• Reliable, professional, and customer-focused.

• Ability to work effectively in a fast-paced office environment.

Preferred Experience

• Previous experience in inside sales, customer service, call-center, or office-based sales.

• Experience in home services, construction, roofing, gutters, HVAC, plumbing, landscaping, or a related industry.

• Experience using CRM or field-service management software.

• Familiarity with Housecall Pro, Next Level, or similar CRM/field-service platforms.

• Experience preparing estimates or proposals.

• Experience managing inbound leads and following up on open estimates.

• Experience coordinating scheduling between customers and field technicians.

What Success Looks Like

The successful candidate will:

• Answer incoming calls quickly, professionally, and enthusiastically.

• Provide an excellent customer experience on every call.

• Turn customer inquiries into qualified opportunities.

• Gather the information necessary to provide accurate estimates.

• Provide estimates clearly and confidently.

• Follow up consistently without being pushy.

• Keep every lead organized and moving forward.

• Maintain accurate CRM records and customer information.

• Build trust and rapport with customers over the phone.

• Help increase the percentage of inbound leads that become scheduled jobs.

• Deliver an excellent customer experience from the first call through the completion of the sale.

The Ideal Candidate

We are looking for someone who is personable, energetic, confident, organized, and motivated to succeed.

You should genuinely enjoy talking with people and be comfortable spending a significant portion of your day answering incoming calls and speaking with customers. You should be comfortable asking questions, explaining services and pricing, asking for the sale, and following up when a customer needs additional information before making a decision.

Experience with Housecall Pro, Next Level, or similar CRM systems is a strong plus, as is experience in the home-services industry.

This is not a cold-calling position. You will be working primarily with customers who have already contacted the company or have an existing relationship with us.

Your job is to answer, assist, estimate, follow up, and close.

Benefits:

• Health insurance

• Paid time off

• Paid training

• Parental leave

• Professional development assistance

Work Location: In person