Customer Service Representative (CSR)

Customer Service Representative (CSR)

Join One of Miami's Highest-Rated Home Repair Companies!

Mr. Handyman is an award-winning home repair and maintenance company with a reputation for exceptional customer service, quality workmanship, and professionalism. We are looking for a highly organized, friendly, and detail-oriented Customer Service Representative (CSR) to become the voice of our company and help deliver an outstanding experience for every customer.

If you enjoy helping people, thrive in a fast-paced environment, and love staying organized while juggling multiple tasks, we'd love to meet you.

Position Summary

As a Customer Service Representative, you will be responsible for managing customer communications, scheduling appointments, supporting our field technicians, and ensuring every customer receives exceptional service from the first phone call through project completion. This is a critical role within our office that requires excellent communication skills, attention to detail, and the ability to prioritize multiple tasks throughout the day.

Primary Responsibilities

Customer Service & Scheduling

• Answer inbound customer calls professionally and courteously
• Respond promptly to website leads and online service requests
• Gather detailed information regarding customers' repair and maintenance needs
• Ask pertinent questions to accurately determine the scope of work
• Schedule estimates, inspections, and service appointments while optimizing technician routes and availability
• Confirm appointments and communicate schedule changes when necessary

Customer Follow-Up

• Conduct customer satisfaction calls following completed jobs
• Follow up with prospective customers regarding outstanding estimates
• Build long-term relationships with customers through excellent communication
• Resolve customer concerns and escalate issues when appropriate

Administrative Support

• Review completed work orders for accuracy
• Verify scope of work completed with technicians
• Prepare, clean up, and send customer invoices
• Maintain accurate customer records within our CRM
• Assist with daily office operations and administrative tasks

Project Coordination

• Help source materials for upcoming jobs
• Coordinate with vendors and suppliers
• Request Certificates of Insurance (COIs) as needed
• Send COIs to condominium associations and property management offices
• Coordinate building access requirements for upcoming projects

Relationship Management

• Build and maintain strong relationships with condominium management companies
• Communicate effectively with property managers, building engineers, and HOA representatives
• Support our commercial and residential clients with professionalism and urgency

Qualifications

• Previous customer service experience required
• Call center, dispatch, scheduling, or administrative experience preferred
• Excellent verbal and written communication skills
• Strong organizational and multitasking abilities
• Comfortable working in a fast-paced office environment
• Detail-oriented with excellent follow-through
• Professional phone etiquette
• Proficient with Microsoft Office and Google Workspace
• Ability to quickly learn scheduling and CRM software (Service Titan experience is a plus but not required)
• Bilingual (English/Spanish) preferred

Desired Traits

We're looking for someone who is:

• Friendly and positive
• Professional under pressure
• Highly organized
• Dependable and punctual
• A team player
• Solutions-oriented
• Comfortable speaking with customers throughout the day
• Able to prioritize multiple responsibilities without sacrificing quality

What We Offer

• Competitive hourly pay based on experience ($18 - $23/hr)
• Performance bonus opportunities
• Paid holidays
• Paid vacation
• Company contribution toward employee health insurance
• Professional development and ongoing training
• Supportive team environment
• Opportunity for advancement within a growing company
• Stable, year-round employment

Schedule

• Full-time
• Monday through Friday
• Occasional Saturdays as business needs require

Why Mr. Handyman?

Our mission is simple: Deliver an exceptional customer experience while helping homeowners and businesses care for their properties. Every phone call, every appointment, and every interaction matters. As our Customer Service Representative, you'll play a key role in making sure our customers receive the professionalism and care that have earned us our outstanding reputation throughout Miami-Dade County.