Customer Success Representative

Job Description

Job Description

Read This First

This is not a quiet desk job. This is a high-communication, high-ownership customer role where the phone, CRM, calendar, and follow-up queue have to be managed with urgency and accuracy every day.

The CSR owns the customer journey from initial inquiry through a completed sales appointment. That means no lead, customer question, voicemail, appointment update, or follow-up opportunity can fall through the cracks.

If you only want to answer inbound calls, avoid outbound follow-up, or wait to be told what to do next, this will not be the right fit. If you are organized, coachable, clear on the phone, and motivated by helping customers while driving results, keep reading.

Who Thrives Here

Before applying, ask yourself:

• Do you communicate clearly and professionally, even when a customer is frustrated?
  

• Do you follow through on small details, notes, dates, and commitments without constant reminders?
  

• Are you comfortable making outbound calls, not just answering inbound inquiries?
  

• Can you stay calm, organized, and accurate when several leads, appointments, and follow-ups are moving at once?
  

• Are you willing to learn remodeling terminology, company processes, scripts, and CRM standards?
  

• Do you take ownership when something is missed instead of making excuses?
  

• You understand that this role is measured by responsiveness, accuracy, follow-through, appointment quality, and customer experience, not just call volume.
  

If you cannot confidently answer yes to these questions, this role will likely not be the right fit.

The Opportunity

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.

What You'll Do

• 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.
  

Success Is Measured By

• Speed and quality of response to inbound leads and customer inquiries.
  

• Consistent outbound activity and follow-up execution.
  

• Qualified appointments created, confirmed, and completed.
  

• Accuracy and completeness of CRM data, notes, calendars, tasks, and dispositions.
  

• Customer communication quality, script adherence, and professionalism.
  

• Ability to prevent leads, appointments, or customer inquiries from falling through the cracks.
  

• Coachability, punctuality, responsiveness, and accountability.
  

Requirements

• High school diploma or equivalent required.
  

• Excellent verbal and written communication skills.
  

• Comfort