Customer Service Representative (Remote) - Wood Repair & Restoration Company

We are looking for a Customer Service Representative to handle inbound and outbound calls, follow up with leads, schedule appointments, and communicate with customers through phone, text, and email.

This role is ideal for someone who enjoys talking to people, stays organized, follows through on tasks, and can work efficiently in a fast-paced environment. The client values a natural communication style and wants someone who feels more like a helpful neighbor than someone simply reading from a script.

Key Responsibilities

• Handle inbound and outbound customer calls and follow up with submitted leads.
• Respond to customer inquiries through phone, text, and email.
• Follow up with new leads and existing opportunities.
• Schedule assessment appointments and maintain accurate customer information.
• Document calls, follow-ups, tasks, and lead statuses in the CRM.
• Follow established booking, territory, and Connect Center guidelines.
• Escalate customer, franchise, or system-related issues when needed.
• Support additional Connect Center tasks during downtime, including social media comments, Google reviews, and other customer-facing activities.

Requirements

• 2+ years of customer service, call center, sales, or similar experience.
• Strong spoken and written English communication skills.
• Comfortable handling inbound and outbound calls.
• Strong organization, follow-through, and attention to detail.
• Positive attitude and natural, personable communication style.
• Adaptable, reliable, and comfortable working independently.
• Comfortable with a flexible schedule.

Nice to Have

• Experience with HubSpot or a similar CRM.
• Experience with appointment scheduling or lead follow-up.
• Sales or lead-generation experience.
• Experience supporting U.S.-based customers.
• Bilingual English/Spanish.