Customer Support Specialist

Customer Support Specialist Pay: $23–$28/hour (depending on experience) + performance-based incentives Job Type: Full-Time | Monday–Friday | 9:00 AM–6:00 PM Why Join Surface Renew? Everyone deserves a bathroom they can be proud of. But when bathtubs, tile, or showers become worn or outdated, many people think their only option is an expensive, disruptive remodel. At Surface Renew, we offer a better way. Since 1994, we've helped customers transform their bathrooms for up to 80% less than traditional remodeling through professional surface refinishing and repair. But we're not just in the business of transforming bathrooms. We're in the business of helping people. That's where you come in. We're looking for someone who genuinely loves helping people, takes pride in providing exceptional customer experience, and enjoys making complicated things simple. You'll be a friendly, knowledgeable guide who helps customers understand their options, find the right solutions, and feel confident in their decisions. If you're someone who loves connecting with people, solving problems, and making someone's day a little better, we'd love to meet you. Role Summary As a Customer Support Specialist, you'll play a key role in creating an outstanding customer experience from the first inquiry through scheduling. You’ll listen to customers, understand their needs, answer questions, provide estimates, and guide them through our simple process. You’ll use helpful educational resources, clear communication, and thoughtful follow-up to make it easy for customers to take the next step. We believe helping customers make confident purchasing decisions is part of great service. You’ll be comfortable recommending solutions, explaining the value of our work, and booking services that meet customers’ needs. You’ll work with residential, investor, contractor, and realtor (RICR) customers, as well as multifamily property partners, collaborating closely with your teammates to ensure every customer receives consistent, exceptional care. Key Responsibilities Create a great first impression: Respond promptly and warmly to customer inquiries through phone, text, email, web forms, and other lead platforms. Listen and understand: Ask thoughtful questions to understand each customer's needs, concerns, goals, and timeline. Make the process simple: Help potential customers by analyzing photos and project details, providing estimates, and clearly communicating the next steps. Educate and empower: Explain our services and solutions clearly, using helpful resources, videos, and before-and-after examples to build trust and confidence. Provide accurate estimates: Prepare, send, and explain quotes, ensuring customers understand their options and the value of our services. Follow through: Proactively reconnect with customers, answer outstanding questions, and ensure no inquiry or estimate falls through the cracks. Help customers take the next step: Confidently recommend appropriate solutions and assist customers in scheduling their projects. Coordinate the details: Work with our operations team to ensure smooth scheduling, accurate job information, and a great customer experience. Stay organized: Maintain accurate customer information, communication notes, and pipeline updates in HubSpot and other company systems. Be a great teammate: Collaborate, communicate, and share responsibilities to provide consistent customer coverage and help the entire team succeed. Build lasting relationships: Support occasional outreach to realtors, property managers, and other partners, including participation in industry events and networking opportunities. What Success Looks Like Customers receive timely, friendly, and helpful communication. Customers feel heard, respected, informed, and confident in their decisions. Every customer inquiry and estimate receives appropriate follow-up. Customer information, estimates, and scheduling details are accurate and organized. Customers confidently move forward with solutions that meet their needs, contributing to team booking goals. You work collaboratively with teammates, share responsibilities, and contribute to the success of the entire team. Customers become enthusiastic advocates for Surface Renew because of the care and service they receive. Qualifications Required Experience in customer service, client relations, hospitality, inside sales, scheduling, retail sales, or a similar customer-facing role. Strong technical proficiency and adaptability: Comfortable using modern technology, navigating multiple software platforms simultaneously, and quickly learning new tools and systems. Able to efficiently manage customer communications across phone, email, and text while maintaining accuracy, organization, and responsiveness. A genuine passion for helping people and creating positive customer experiences. Strong verbal and written communication skills, with the ability to listen, ask good questions, and explain information clearly. Excellent organization, attention to detail, and reliable follow-through. Comfort discussing pricing, recommending solutions, and helping customers make purchasing decisions. A proactive, team-oriented attitude and the ability to manage multiple priorities. Preferred Experience in home services, construction, real estate, or property management. Familiarity with CRM and scheduling tools such as HubSpot or Jobber. Compensation & Benefits Competitive hourly pay of $23–$28, depending on experience. Performance-based incentive opportunities in addition to hourly compensation. Paid time off (PTO) and paid holidays. Medical insurance with a $350/month employer contribution. Dental insurance options. Health Savings Account (HSA) options. Paid supplemental insurance options. Our Culture & Values At Surface Renew, we believe how we treat people matters just as much as the work we do. Our team is built on the core values of Honor, Humility, Partnership, Character, Grace, and Grit, with a little "Mullet" mixed in: business in the front, party in the back! We believe in doing the right thing, following through on our commitments, helping our teammates succeed, and treating every customer with genuine care and respect. We don't just want satisfied customers. We want to create Raving Fans—people who feel so well cared for that they're excited to tell others about us. If you're someone who takes ownership, enjoys working with a team, and finds fulfillment in helping others, you could be a great fit at Surface Renew. Ready to Make a Difference? If you love helping people, enjoy solving problems, and take pride in delivering exceptional service, we'd love to hear from you. Learn more about our company, our team, and the work we do: Instagram: @surfacerenew Facebook: facebook.com/surfacerenew LinkedIn: linkedin.com/company/surfacerenew #J-18808-Ljbffr Surface Renew