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…