Customer Service Representative

Customer Service Representative

Ace Handyman Services is a nationally recognized, locally-owned franchise and a division of the trusted Ace Hardware brand. We are dedicated to providing homeowners and businesses with professional, reliable, and high-quality repair, maintenance, and remodeling services. Our mission is to be the most helpful and trusted home improvement partner in our community.

Position Summary

We are seeking a friendly, organized, and professional Customer Service Representative (CSR) to be the first point of contact for our customers. As the voice of our company, the CSR plays a crucial role in shaping the customer experience, from the initial phone call to the successful completion of a project. This position handles all front-end office duties, including customer communication, job scheduling, and administrative support for our team of skilled craftsmen.

The ideal candidate is an excellent communicator with a passion for helping people and a talent for managing details in a dynamic environment.

Key Responsibilities

• Answer incoming phone calls and respond to online inquiries in a prompt, professional, and friendly manner.
• Engage with prospective customers to understand their project needs, answer questions, and explain our services and value.
• Schedule and coordinate job appointments and estimates, efficiently managing the craftsmen's calendars to optimize routes and time.
• Make outbound calls to follow up on customer leads and confirm upcoming appointments.
• Communicate effectively with craftsmen regarding job details, scheduling changes, and customer needs.
• Provide general administrative support, including data entry, managing customer records in our CRM system, and processing paperwork.
• Prepare and manage work orders, invoices, and payment processing.
• Proactively resolve customer concerns or escalate issues to management when necessary to ensure customer satisfaction.
• Maintain a clean and organized office environment.

Qualifications and Skills

• High school diploma or equivalent required.
• Proven experience in a customer service, dispatch, or office administration role is highly preferred.
• Experience in the home services, construction, or trade industry is a plus.
• Exceptional verbal and written communication skills with a professional and courteous phone manner.
• Strong organizational and time-management skills with the ability to multitask effectively in a fast-paced setting.
• Proficiency in using computers, including Microsoft Office Suite (Word, Excel, Outlook), and the ability to quickly learn new software systems (CRM).
• A positive attitude and strong problem-solving skills.
• Ability to work independently and as a vital part of a team.
• Must be reliable, punctual, and detail-oriented.

What We Offer

• A positive and supportive team environment.
• Opportunity for growth within the company.
• The chance to be part of a nationally recognized and trusted brand.
• Monthly performance bonus eligible.

Ace Handyman Services is an Equal Opportunity Employer.

Compensation: $9.00 - $12.00 per hour