Customer Service Associate

Customer Service Representative / Appointment Scheduling Specialist Express Employment Professionals is recruiting on behalf of our client, a growing home services organization, for a Customer Service Representative / Appointment Scheduling Specialist. This is an excellent opportunity for a customer-focused professional who enjoys speaking with people, managing a high volume of inbound inquiries, and helping drive business growth through exceptional customer engagement. The primary focus of this role is converting online inquiries and inbound leads into scheduled appointments for the outside sales team while delivering a best-in-class customer experience. Position Overview As the first point of contact for prospective customers, you will manage inbound calls, website inquiries, emails, and follow-up communications. You will play a critical role in scheduling appointments, maintaining accurate customer information, and ensuring a seamless customer journey from initial inquiry through project completion. This is a full-time, on-site position in a professional office environment. Key Responsibilities Lead Management & Appointment Scheduling Respond to inbound calls, website inquiries, emails, and customer requests promptly and professionally Contact new leads generated through the company website and marketing campaigns Schedule appointments for outside sales representatives and confirm customer availability Make outbound calls to follow up on inquiries and maintain engagement with prospective customers Send appointment confirmations, reminders, and scheduling updates Track customer interactions and update CRM systems accurately Customer Service & Communication Serve as the primary point of contact for prospective and existing customers Answer questions regarding appointments, project timelines, services, and general inquiries Provide friendly, professional, and solution-oriented customer support Handle customer concerns with empathy and escalate issues when appropriate Maintain consistent communication via phone, email, and text messaging Administrative Support Maintain accurate customer records and documentation in company systems Prepare and distribute customer-facing documents as needed Perform data entry and ensure all information is complete and up to date Assist with reporting, tracking key performance indicators, and other administrative projects Support daily office operations and branch activities Customer Follow-Up & Retention Conduct post-service follow-up communications Request customer reviews and feedback Re-engage unconverted leads and maintain follow-up schedules Support customer retention and referral initiatives Qualifications Required High school diploma or GED 1+ years of customer service, call center, scheduling, sales support, or administrative experience Strong verbal and written communication skills Professional and engaging phone presence Excellent organizational and time-management abilities Ability to multitask in a fast-paced environment Proficiency with Microsoft Office and CRM platforms Strong attention to detail and data accuracy Preferred Previous call center, inside sales, appointment setting, customer contact center, or home services experience Experience using Salesforce, ServiceTitan, or comparable CRM systems Bilingual English/Spanish skills are a plus Experience managing high-volume inbound leads Compensation & Benefits Competitive hourly pay based on experience Performance-based bonus and incentive opportunities Medical, dental, and vision insurance 401(k) with company match/contributions Paid time off Comprehensive paid training Career advancement opportunities with a growing organization Schedule Full-time Monday through Friday Occasional Saturday availability during peak business periods On-site office environment Why Apply? This role is ideal for someone who enjoys customer interaction, thrives in a fast-paced call center environment, and takes pride in turning inbound inquiries into scheduled appointments. If you are highly organized, customer-focused, and looking for a long-term opportunity with growth potential, we'd love to hear from you. Express Employment Professionals Tysons, VA