Offer summary

Qualifications:

Associates degree preferred or high school diploma with relevant experience., Minimum of 2 years customer service experience, ideally in construction or home services., Proficient in ERP systems and project management tools., Strong verbal and written communication skills, along with excellent organizational abilities..

Key responsibilities:

Serve as the primary liaison between property owners and the operations team throughout the project lifecycle.

Contact property owners to confirm project details and coordinate with field representatives.

Monitor project progress and provide updates to property owners, ensuring smooth communication.

Conduct post-project satisfaction surveys and maintain detailed records of customer interactions.

Job description

Description

Job Overview: The Inside Customer Service Representative serves as the primary liaison between property owners, sales and construction operations team, ensuring seamless communication throughout the project lifecycle. This role is crucial in delivering exceptional customer experiences while supporting operational efficiency across assigned regional territories.

Key Responsibilities:

Pre-Project Communication:

Contact property owners to confirm project details, timeline expectations, and prepare them for upcoming work
Coordinate with field customer service reps and field repair techs to verify scheduling and resource allocation
Document and communicate special requirements or concerns to relevant operational teams

Project Support:

Monitor project progress and provide regular updates to property owners
Facilitate communication between field CSR and customers regarding day-of logistics
Process and relay critical project information to ensure operational continuity

Post-Project Follow-up:

Conduct post-project satisfaction surveys and document feedback
Coordinate warranty-related inquiries and escalate technical issues to appropriate teams
Maintain detailed records of all customer interactions and project outcomes

Quality Assurance:

Document and track all customer interactions in ERP system
Identify trends in customer feedback and provide insights to operations team
Ensure compliance with company communication standards and protocols
Other duties as assigned

Key Performance Indicators (KPIs):

Customer Contact Task Completion

Target: 98% (3 days)
Frequency: Daily/Weekly/Monthly
Tracking: Task completion percentage
Days to complete task
Customer contact verification
Measured from paperwork approval stage and scheduling stage

Quality Score Card

100 points monthly (5 audits × 20 points)
Pass threshold: 80/100
Minimum per audit: 16/20
Elements (5 points each):
Pre-Project Communication (timeline confirmation, requirement verification)
Project Support Documentation (progress updates, day-of logistics)
Post-Project Follow-up (satisfaction surveys, warranty documentation)
Customer Interaction Records (communication logs, critical info relay)
Conducted by Manager of Inside CSR
Detailed scorecard template created

Customer Satisfaction (CARE)

Rating Scale: 1-5
Components measured:
Connect with empathy
Act with urgency
Resolve completely
Exceed expectations
Targets:
Benchmark: 5/5
Threshold: 4/5
Measured through BirdEye Reviews
Frequency: Monthly review

Requirements

Education: Associates degree preferred; High school diploma with relevant experience required
2+ years customer service experience, preferably in construction or home services
Experience with ERP systems and project management tools
Excellent verbal and written communication abilities
Strong organization and multi-tasking capabilities
Proficiency in Microsoft Office Suite and CRM or ERP platforms

Required profile