Customer Service Representative (CSR)

Join One of Miami's Highest-Rated Home Repair Companies! Mr. Handyman is an award-winning home repair and maintenance company with a reputation for exceptional customer service, quality workmanship, and professionalism. As a Customer Service Representative, you will be responsible for managing customer communications, scheduling appointments, supporting our field technicians, and ensuring every customer receives exceptional service from the first phone call through project completion.

Responsibilities

Answer inbound customer calls professionally and courteously; Respond promptly to website leads and online service requests; Gather detailed information regarding customers' repair and maintenance needs; Ask pertinent questions to accurately determine the scope of work; Schedule estimates, inspections, and service appointments while optimizing technician routes and availability; Confirm appointments and communicate schedule changes when necessary; Conduct customer satisfaction calls following completed jobs; Follow up with prospective customers regarding outstanding estimates; Build long-term relationships with customers through excellent communication; Resolve customer concerns and escalate issues when appropriate; Review completed work orders for accuracy; Verify scope of work completed with technicians; Prepare, clean up, and send customer invoices; Maintain accurate customer records within our CRM; Assist with daily office operations and administrative tasks; Help source materials for upcoming jobs; Coordinate with vendors and suppliers; Request Certificates of Insurance (COIs) as needed; Send COIs to condominium associations and property management offices; Coordinate building access requirements for upcoming projects; Build and maintain strong relationships with condominium management companies; Communicate effectively with property managers, building engineers, and HOA representatives; Support commercial and residential clients with professionalism and urgency

Requirements

Previous customer service experience; Excellent verbal and written communication skills; Strong organizational and multitasking abilities; Comfortable working in a fast-paced office environment; Detail-oriented with excellent follow-through; Professional phone etiquette; Proficient with Microsoft Office and Google Workspace; Ability to quickly learn scheduling and CRM software

Nice to have

Call center, dispatch, scheduling, or administrative experience; Service Titan experience; Bilingual (English/Spanish); Friendly and positive; Professional under pressure; Highly organized; Dependable and punctual; Team player; Solutions-oriented; Comfortable speaking with customers throughout the day; Able to prioritize multiple responsibilities without sacrificing quality

Benefits

Performance bonus opportunities; Paid holidays; Paid vacation; Company contribution toward employee health insurance; Professional development and ongoing training; Supportive team environment; Opportunity for advancement within a growing company; Stable, year-round employment