Description

Purpose

Serve as the primary point of contact for customers by delivering timely, accurate, and professional support across scheduling, service, billing, and account inquiries. This role ensures a high-quality customer experience while supporting revenue growth through lead generation, cross-selling, and effective issue resolution.

Key Contributions

· Deliver exceptional customer service by handling inbound calls, emails, and inquiries with professionalism and efficiency

· Manage customer needs across scheduling, billing, service questions, and account support with accuracy and urgency

· Generate revenue through inbound sales support, lead capture, and cross-selling of additional services

· Maintain accurate and up-to-date customer records in CRM and service platforms

· Collaborate with internal teams (field operations, finance, etc.) to resolve customer issues and ensure seamless service delivery

· Support accounts receivable efforts, including customer follow-up and collections communication

· Manage personal communication channels (email and voicemail) to ensure responsiveness and follow-through

Success Metrics

· Response Time / SLA: Respond to customer inquiries (calls and emails) within same day; maintain minimal backlog

· Accuracy: Maintain = 98% accuracy in customer records, scheduling, and documentation

· Customer Satisfaction: Achieve = 90% positive customer satisfaction (CSAT) scores

· Sales Contribution: Consistently generate and convert inbound leads; meet or exceed cross-sell targets

· Productivity: Handle a consistent volume of calls/emails aligned with team benchmarks while maintaining quality

· Resolution Efficiency: Resolve customer issues on first contact whenever possible; escalate and close out issues within 24 hours

Growth Impact

· Drives revenue growth by converting inbound inquiries into sales opportunities and promoting additional services

· Improves customer retention through high-quality, responsive service and issue resolution

· Enhance operational efficiency by maintaining accurate records and reducing rework or service errors

· Supports scalability by creating a consistent, reliable customer experience across high call volumes

Capabilities & Strengths

· Customer-Centric Communication: Professional, clear, and empathetic communication across phone and email

· Problem-Solving & Ownership: Ability to quickly assess issues, take action, and follow through to resolution

· Organization & Attention to Detail: Strong ability to manage multiple tasks, maintain accuracy, and prioritize effectively

Requirements

 Required Qualifications

· High School Diploma or GED (or equivalent experience)

· Minimum of 3 years of customer service or administrative experience

· Proficiency in Microsoft Office and ability to learn CRM/customer service platforms

Preferred Qualifications

· Previous sales or upselling experience in a service-based environment

· Experience in home services, field operations, or similar industries

· Bilingual capabilities