Customer Service Representative (Job ID: PHIKYL4)

Role Summary

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🚀 JOB TITLE: Customer Service Representative

🆔 JOB ID: PHIKYL4

🏭 INDUSTRY: Residential / Commercial Fencing Provider

📅 TARGET START DATE: ASAP

⚠️ PLEASE NOTE: This is a fast-paced, multi-system role that requires excellent communication skills, strong technical adaptability, and the ability to handle high call volumes while maintaining a warm and professional customer experience. The ideal candidate is a self-starter who can quickly learn new tools and solve problems independently without constant supervision.

About the Client

Our client is a leading residential and commercial fencing provider seeking a sharp, tech-savvy Customer Service Representative to manage inbound scheduling, customer intake, lead follow-up, and real-time coordination with their outside sales team.

The company values responsiveness, efficiency, and exceptional customer service. This position is ideal for someone who enjoys live problem-solving, can manage multiple systems simultaneously, and takes pride in learning new technologies quickly.

The Customer Service Representative will serve as the primary bridge between customers and outside sales representatives.

You will manage inbound calls, texts, and emails, schedule estimates, follow up with missed and inactive leads, coordinate sales representatives' calendars, and accurately collect customer information during live conversations.

This is a high-energy position where you may be working across 4–5 software systems simultaneously , so strong multitasking skills, attention to detail, and technical confidence are essential.

Inbound & Outbound Lead Handling

Respond promptly to incoming calls, texts, and emails from prospective customers.

Follow up with missed, inactive, and cold leads to maximize conversion opportunities.

Scheduling

Book estimate appointments and coordinate outside sales representatives' calendars in real time.

Ensure appointments are scheduled accurately and efficiently.

Re-Engagement

Contact previous customers and prospects who did not move forward with their initial inquiry to identify new opportunities.

1. Operations & Systems

Inbox & Workflow Oversight

Continuously monitor team inboxes and ensure customer inquiries receive timely responses.

Keep outside sales representatives updated on new leads, appointments, and customer requests.

Customer Intake

Accurately collect customer information during live calls while maintaining a natural and engaging conversation.

Enter customer details into the appropriate systems without disrupting the customer experience.

Work efficiently across multiple platforms simultaneously, including

1. CRM systems
2. Scheduling and calendar tools
3. Customer intake forms
4. Mobile applications
5. Communication platforms
6. Process & Communication Improvement

Adaptability

Quickly learn and adopt new software, technologies, and operational workflows.

Take initiative when encountering technical or process-related challenges.

Tech-Savvy & Adaptable

Quickly learns new tools, systems, and workflows without requiring step-by-step supervision.

Thrives Under Pressure

Comfortable handling high call volumes while maintaining accuracy, professionalism, and composure.

Customer-Centric

Empathetic listener who builds rapport naturally and makes customers feel heard and supported.

Problem Solver

Takes ownership of issues and looks for practical solutions rather than waiting for instructions.

Highly Organized

Able to manage multiple conversations, appointments, systems, and priorities without losing important details.

Proactive

Takes initiative, follows up consistently, and looks for opportunities to improve processes.

High-Impact Role

Play a key role in connecting customers with the sales team and directly contributing to lead conversion.

Fast-Paced Environment

Work in a dynamic role where every day brings new customers, challenges, and opportunities.

Technology-Focused

Develop experience working with multiple modern business systems and digital tools.

Growth Opportunity

Become a trusted member of a team that values initiative, adaptability, and continuous improvement.

✨ Join a growing network of exceptional remote professionals

📩 Submit your application today and take the next step in your career!

Responsibilities

1. Lead Management & Communication

Messaging Optimization

• Provide feedback based on customer interactions.
• Help refine scripts, messaging, and phrasing to improve customer engagement and conversion rates.
• Identify opportunities to make customer communication more effective and efficient.

WHAT SUCCESS LOOKS LIKE

• ✅ Customer calls, texts, and emails receive prompt and professional responses.
• ✅ Estimate appointments are scheduled accurately and efficiently.
• ✅ Outside sales representatives remain informed and organized.
• ✅ Missed and inactive leads are consistently followed up with.
• ✅ Customer information is entered accurately and completely.
• ✅ Multiple systems are managed efficiently without sacrificing accuracy.
• ✅ Customers receive a warm, empathetic, and professional experience.
• ✅ Processes and messaging continuously improve based on customer feedback and results.

Requirements

QUALIFICATIONS & SKILLS

• Communication
• Fluent English with excellent spoken and written communication skills
• Strong understanding of American conversational flow and cultural nuances
• Professional, warm, and confident phone presence
• Ability to communicate clearly with customers and sales representatives

Technical Skills

• Comfortable learning and navigating new software quickly
• Ability to work across 4–5 systems simultaneously
• Strong computer literacy and attention to detail
• Experience with CRM, scheduling, communication, or customer management platforms is preferred

📍 LOCATION: LATAM

• 💼 JOB STATUS: Full Time
• 🕒 WORK SCHEDULE: Monday to Friday | 8:00 AM – 5:00 PM PST | Saturdays Only When Calls or Leads Are Received

About the Company

About the Client

The client is an established, fast-growing residential and light commercial HVAC provider serving

Northern Virginia and the broader Washington, D.C. metropolitan area. Built on a foundation of honesty, technical expertise, and zero-upsell customer care, the company provides full-scope heating, cooling, and indoor air quality services—ranging from rapid emergency repairs to custom system evaluations and full replacements.

Known in the local market for exceptional responsiveness, transparent pricing, and high-quality craft, the team operates with a high-touch, solution-oriented approach. They prioritize long-term system health, fast turnarounds on inquiries, and clear, respectful communication at every customer interaction. By combining local, personalized service with top-tier technology and tools, the client maintains an outstanding reputation and an ultra-responsive operational model.