Customer Service Representative (CSR)

Customer Service & Scheduling Coordinator

• 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. 

• 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.

• 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.

• 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.

• 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.

• 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

• 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.