Customer Service Representative / Sales & Scheduling Coordinator A growing and well-established home improvement company in the Portland Metro and Vancouver Metro areas is looking for a positive, professional Customer Service Representative / Sales & Scheduling Coordinator to join their team. The company provides residential repair, maintenance, and home improvement services throughout the area and is committed to delivering an excellent customer experience from the first phone call through completion of the job. As a Customer Service Representative (CSR), you'll play a critical role in engaging customers, converting inquiries into booked jobs, and helping homeowners get the services they need scheduled and completed. This is a sales-forward role; your ability to close on the phone directly contributes to the success of the business. Pay $20/hour to start, with a guaranteed step-up to $22+/hour at 90 days Every CSR starts at $20/hour. After 90 days, your rate increases to $22+/hour once you've met the established onboarding benchmarks. Monthly performance bonus based on booking and customer-satisfaction goals. $50/month mobile phone stipend. Regular pay reviews after the 90-day step-up, with a clear path toward Lead CSR / Office Manager as you grow with the company. Schedule MondayFriday, 8:00 AM5:00 PM This is an in-office position in Tigard, OR. Your First 90 Days The company wants you to succeed, so your first 90 days provide a clear path to the $22+/hour rate. To move to the higher rate, you'll need to: Complete initial training and demonstrate accurate use of the company's customer management software. Meet attendance and reliability expectations. Hit target booking/conversion rates on calls and online inquiries. Keep customer complaints and callback issues below the team goal. Your supervisor will check in with you regularly during this period so there are no surprises and you'll always know where you stand against these benchmarks.
Responsibilities:
Convert inbound calls and online inquiries into booked jobs using the company's sales approach to overcome objections and close. Partner with other CSRs to answer phone calls and respond to online inquiries. Book appointments and resolve scheduling conflicts as they occur. Meet monthly booking/conversion targets as a core part of the role. Input and maintain job information in the customer management software. Coordinate with field employees to provide a superior customer experience. Communicate with customers throughout the scheduling and service process. Process customer payments and assist with billing as needed.
Requirements:
2+ years of customer service experience. 1+ year of experience in the construction or home improvement industry. 1+ year of sales experience, including working from a sales script. Comfortable with a sales-forward environment where conversion is a core success metric. Comfortable booking appointments and resolving scheduling conflicts. Great attitude with the ability to communicate clearly and professionally by phone. Strong organizational and multitasking skills. Comfortable billing customers and taking payments. Prior clerical/data entry experience. Proficient with Microsoft Office, including Outlook, Word, and Excel. Comfortable working on Mac computers.
Nice to Have:
Experience with customer management software. Experience using a MacBook. Project management experience. Experience in residential construction, remodeling, handyman services, or a related industry.
Benefits:
The company values its employees and offers a supportive work environment with opportunities to grow within a quickly expanding organization.
Benefits include:
Health, dental, vision, and 401(k) benefits. Paid vacation days, sick pay, and paid holidays. $50/month mobile phone stipend. Monthly performance bonuses. Bi-annual pay reviews. Work-from-home consideration after 1 year of employment, based on attendance and performance. Flexible and supportive work environment. Opportunities for advancement. Additional employee perks and benefits.
