Customer Service Representative (CSR)

Customer Service & Scheduling Coordinator

If organized, confident, personable, detail-oriented, and accountable describe you, you may be a great fit for our team. Handyman Connection is a locally owned home repair and remodeling business serving homeowners throughout our community. We are looking for a Customer Service & Scheduling Coordinator who can help keep a busy service business organized, customers informed, and our field team productive. This is not simply a receptionist position. You will be an important part of the day-to-day operation of the business. You'll communicate with customers, manage schedules, follow up on estimates and leads, coordinate with craftsmen in the field, maintain accurate job information, and help make sure opportunities and responsibilities don't fall through the cracks. We need someone who is comfortable taking ownership of their work, communicating professionally, solving problems, and staying productive without needing constant direction.

What You'll Be Responsible For

• Answer incoming customer calls, emails, texts, and inquiries professionally and promptly.
• Gather accurate information about customers' home repair and improvement needs.
• Explain our process and help customers understand what to expect when working with Handyman Connection.
• Schedule estimates, appointments, and service calls.
• Confirm appointments and communicate scheduling changes.
• Follow up with customers throughout the job process.
• Handle customer questions and concerns professionally, calmly, and with good judgment.
• Invoicing and accounts payable.
• Coordinate and conduct phone sales with the customers for materials.

Scheduling & Field Coordination

• Manage and maintain the daily and upcoming schedule for our craftsmen.
• Match jobs with the appropriate craftsman based on skill set, location, availability, and job requirements.
• Communicate job details and schedule changes with craftsmen in the field.
• Help identify scheduling gaps and opportunities to keep the field team's time productive.
• Monitor jobs throughout the day and adjust schedules when circumstances change.
• Make sure craftsmen have the information they need before arriving at a customer's home.

Our schedule changes. Jobs run long. Customers reschedule. Emergencies happen. The right person can adapt quickly without becoming overwhelmed or losing track of important details. Lead Follow-Up & Sales Support Customer service in our business also means following through. You will:

• Follow up with new leads and customer inquiries.
• Contact customers regarding outstanding estimates.
• Follow up on appointments and incomplete scheduling.
• Help turn qualified inquiries and estimates into booked work.
• Reconnect with previous customers when appropriate.
• Maintain consistent follow-up so potential jobs are not forgotten.
• Communicate confidently with customers about scheduling and next steps.

You do not need to be a high-pressure salesperson. You do need to be comfortable asking customers for the business and following up when someone hasn't made a decision.

Administrative & CRM Responsibilities

• Enter accurate customer, job, and scheduling information into our systems.
• Maintain detailed job notes and customer communication records.
• Keep customer information and job statuses current.
• Use our CRM, scheduling, email, phone, and other office systems throughout the day.
• Track open items and follow through until they are resolved.
• Assist with general office and operational responsibilities as needed.

Accuracy matters. Missing notes, incorrect addresses, forgotten follow-ups, or scheduling mistakes directly affect our customers, craftsmen, and business. Our ideal candidate is:

• Extremely organized and naturally keeps track of details.
• Dependable and accountable if you say you're going to do something, you do it.
• Professional and personable on the phone, through email, and in person.
• Comfortable having difficult conversations without becoming defensive or emotional.
• Confident making outbound calls and following up with prospective customers.
• Able to multitask while still completing tasks accurately.
• Tech comfortable and able to learn new software quickly.
• Self-motivated and able to recognize what needs attention without always being told.
• Solution-oriented when something doesn't go according to plan.
• Able to prioritize when several things need attention at the same time.
• Team-oriented and respectful of both customers and coworkers.
• Open to feedback and continuous improvement.

Experience We're Looking For Previous experience in one or more of the following is preferred:

• Customer service
• Scheduling or dispatching
• Office administration
• Service-based businesses
• Construction, home improvement, HVAC, plumbing, electrical, property management, or similar industries
• Inside sales or customer follow-up
• CRM or scheduling software

Experience in the home-service industry is a plus, but attitude, organization, communication skills, and reliability are extremely important to us.

What Success Looks Like in This Position A successful person in this role doesn't just stay busythey help keep the business moving forward. That means:

• Customers receive timely, professional communication.
• The schedule is organized and efficiently managed.
• Craftsmen receive clear and accurate job information.
• Leads and estimates are consistently followed up on.
• Customer and job records are accurate.
• Problems are identified early instead of being ignored.
• Tasks are completed without repeated reminders.
• Customers feel confident choosing Handyman Connection.
• The owner and field team can rely on the office to follow through.

Compensation & Schedule

Pay: $18$23 per hour, depending on experience and qualifications.

Position: 30-40 hours per week, depending on season and business needs

Work Location: In office, with the ability to be hybrid in the future. Specific schedule expectations will be discussed during the interview process.

Why Handyman Connection? We're a locally owned small business, which means your work matters. You aren't one person buried inside a huge corporate office. The quality of your work directly affects our customers, our craftsmen, and the success of the company. We value people who deliver on commitments, respect the connection, take pride in their work, and practice continuous improvement.

If you enjoy working with people, staying organized, solving problems, and being an important part of a growing service business, we'd like to hear from you. Apply Today Please submit your resume and relevant work experience for consideration. We're looking for someone who wants to take ownership of their position, contribute to the team, and help us provide an exceptional experience from the customer's first phone call through completion of their project. Handyman Connection is an Equal Opportunity Employer. Flexible work from home options available.