Customer Service Representative (CSR)

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. We are looking for a highly organized, friendly, and detail-oriented Customer Service Representative (CSR) to become the voice of our company and help deliver an outstanding experience for every customer.If you enjoy helping people, thrive in a fast-paced environment, and love staying organized while juggling multiple tasks, we'd love to meet you.Position SummaryAs 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. This is a critical role within our office that requires excellent communication skills, attention to detail, and the ability to prioritize multiple tasks throughout the day.Primary ResponsibilitiesCustomer Service & SchedulingAnswer inbound customer calls professionally and courteouslyRespond promptly to website leads and online service requestsGather detailed information regarding customers' repair and maintenance needsAsk pertinent questions to accurately determine the scope of workSchedule estimates, inspections, and service appointments while optimizing technician routes and availabilityConfirm appointments and communicate schedule changes when necessaryCustomer Follow-UpConduct customer satisfaction calls following completed jobsFollow up with prospective customers regarding outstanding estimatesBuild long-term relationships with customers through excellent communicationResolve customer concerns and escalate issues when appropriateAdministrative SupportReview completed work orders for accuracyVerify scope of work completed with techniciansPrepare, clean up, and send customer invoicesMaintain accurate customer records within our CRMAssist with daily office operations and administrative tasksProject CoordinationHelp source materials for upcoming jobsCoordinate with vendors and suppliersRequest Certificates of Insurance (COIs) as neededSend COIs to condominium associations and property management officesCoordinate building access requirements for upcoming projectsRelationship ManagementBuild and maintain strong relationships with condominium management companiesCommunicate effectively with property managers, building engineers, and HOA representativesSupport our commercial and residential clients with professionalism and urgencyQualificationsPrevious customer service experience requiredCall center, dispatch, scheduling, or administrative experience preferredExcellent verbal and written communication skillsStrong organizational and multitasking abilitiesComfortable working in a fast-paced office environmentDetail-oriented with excellent follow-throughProfessional phone etiquetteProficient with Microsoft Office and Google WorkspaceAbility to quickly learn scheduling and CRM software (Service Titan experience is a plus but not required)Bilingual (English/Spanish) preferredDesired TraitsWe're looking for someone who is:Friendly and positiveProfessional under pressureHighly organizedDependable and punctualA team playerSolutions-orientedComfortable speaking with customers throughout the dayAble to prioritize multiple responsibilities without sacrificing qualityWhat We OfferCompetitive hourly pay based on experience ($18 - $23/hr)Performance bonus opportunitiesPaid holidaysPaid vacationCompany contribution toward employee health insuranceProfessional development and ongoing trainingSupportive team environmentOpportunity for advancement within a growing companyStable, year-round employmentScheduleFull-timeMonday through FridayOccasional Saturdays as business needs requireWhy Mr. Handyman?Our mission is simple: Deliver an exceptional customer experience while helping homeowners and businesses care for their properties. Every phone call, every appointment, and every interaction matters. As our Customer Service Representative, you'll play a key role in making sure our customers receive the professionalism and care that have earned us our outstanding reputation throughout Miami-Dade County.