Customer Service Representative (CSR)

Customer Service Representative At Handyman Connection, our Customer Service Representatives (CSRs) are the heart of our business. You're often the first voice customers hear when they reach out to us, and you play a key role in delivering our brand promise. From scheduling jobs and managing customer relationships to supporting our Craftsmen in the field, this is a fast-paced, rewarding role where no two days are the same! We take pride in delivering on our commitments, respecting the connections, taking pride in our work, and practicing continuous improvement. If you're someone who thrives in an organized, customer-driven environment and enjoys helping people, we want to hear from you! Why join Handyman Connection? Be the backbone of a successful business You'll play a crucial role in keeping our operations running smoothly. Competitive pay + performance bonuses We offer $18-$20 per hour (depending on experience), plus incentives based on goals you can control. Enjoy a fast-paced & rewarding role If you love variety, talking to people, and organizing schedules, this job will keep you engaged. Gain valuable experience in business operations Work with industry professionals, develop sales and customer service skills, and grow within the company. Flexible scheduling Full-time or part-time options available, with work-from-office opportunities. Supportive team environment Our office staff, Craftsmen, and franchise owner work as a team, and you'll be a vital part of that success. Technology that works for you Use state-of-the-art scheduling and customer management software to stay organized. What you'll do as a CSR: Answer & manage incoming calls You'll be the first point of contact for customers, handling questions, job requests, and appointment scheduling. Schedule & coordinate jobs Work with customers and craftsmen to schedule work orders efficiently, ensuring the right craftsman is matched to the right job. Outbound customer calls (sales & follow-ups) Follow up on estimates, incomplete jobs, and customer satisfaction to help convert leads into booked jobs. Use approved call scripts Ensure a consistent and high-quality brand experience for every customer interaction. Track & maintain job scheduling data Use Dispatch & ClientTether software to enter accurate customer and job details. Handle customer service requests & complaints Address customer concerns professionally and efficiently to maintain positive relationships. Support craftsmen & office team Communicate job details to craftsmen in the field, keeping operations running smoothly. Keep data clean & organized Maintain accurate customer records, job notes, and scheduling information to ensure seamless follow-ups and reporting. Meet or exceed sales & customer satisfaction goals Work towards monthly booking goals and customer satisfaction targets that contribute to business success. What we're looking for in a CSR: Strong communication & people skills You're a great listener and communicator, both over the phone and in writing. Friendly & professional demeanor You make customers feel welcome and help them feel confident in choosing Handyman Connection. High attention to detail & organization You're able to juggle multiple tasks, keep schedules organized, and enter accurate data. Comfortable making outbound calls You don't mind following up with customers, confirming job details, and encouraging booked estimates to turn into paid jobs. Proficient with basic software & technology Experience with Microsoft Outlook, Excel, Word, and CRM/scheduling software (training provided). Ability to work in a fast-paced environment You thrive in a busy setting and can adapt to changing priorities. Self-motivated & independent You take initiative, work efficiently, and stay on task without constant supervision. Experience in a customer service, office admin, or call center role (preferred, but not required) Prior experience in a construction-related or service business is a plus. Familiarity with home repairs & remodeling (preferred, but not required) Basic knowledge of home services and repairs helps you communicate more effectively with customers. Who thrives in this role? Customer service pros who love helping people If you genuinely enjoy talking to customers and problem-solving, you'll excel here. Detail-oriented multi-taskers If you're great at keeping schedules organized, following up on tasks, and ensuring nothing falls through the cracks, this role is for you. Sales-savvy communicators If you're comfortable making outbound calls, booking estimates, and converting leads, you'll enjoy this role's goal-oriented approach. Organized professionals who like a fast-paced job If you like staying busy, handling multiple responsibilities, and keeping operations on track, you'll thrive in this position. Apply today! We'd love to hear from you and see how you can help Handyman Connection grow! Handyman Connection is an equal-opportunity employer committed to building a strong, professional, and customer-driven team. Compensation: $20.00 - $25.00 per hour Your locally owned Handyman Connection franchise contracts with talented craftsmen like you to deliver quality workmanship and professional service for our customers. If you're interested in high earnings potential, a flexible schedule that you control, and using your skills to help improve other's lives, Handyman Connection might be a great fit for you. Homeowners across North America have been calling on Handyman Connection for our professional craftsmanship and great customer experience since 1991. Each Handyman Connection franchise is locally owned and operated, backed by the company that helped launch the industry.