Customer Service Representative

We are hiring a Virtual Customer Service Representative (CSR) & Appointment Setter for a home services SMB in the Painting industry. This is a Full-Time remote role for a United States (Colorado/Mountain Time) based client. The role is focused on lead follow-up, scheduling free on-site estimates, managing the CRM and calendar, and providing excellent customer support with light admin/data entry. The ideal candidate is service-oriented, organized, detail-driven, and confident on the phone with strong English communication skills and a bias for quick follow-up.

Key Responsibilities:

- Handle inbound calls, texts, and emails from prospects and customers with a friendly, professional demeanor

- Conduct timely outbound follow-up to new leads (no cold calling) to qualify and book free on-site estimates

- Schedule, confirm, and reschedule estimate appointments on the salesperson’s calendar using the CRM

- Maintain accurate CRM records: update lead stages, notes, tags, and next steps; trigger templates and reminders

- Coordinate daily with the salesperson to align on route/availability and ensure a smooth estimate pipeline

- Send appointment confirmations and reminders; manage no-shows, cancellations, and rebooking

- Track and report KPIs such as speed-to-lead, booked estimates, show/cancel rates; provide daily summaries

- Follow written SOPs precisely; suggest improvements to enhance efficiency and customer experience

- Perform light admin tasks: convert approved estimates to work orders per SOP; complete data entry into job sheets

- Update profitability spreadsheets by entering sales, labor, and materials data from the CRM (no payment processing)

Required Qualifications:

- 2+ years of customer service and/or appointment setting experience, ideally in home services or field operations

- Excellent spoken and written English; strong phone etiquette and active listening skills

- Proven experience scheduling appointments and managing calendars in a CRM

- High attention to detail and consistency in following SOPs and documenting interactions

- Comfortable working US business hours (Mountain Time) and collaborating daily with a small team

Preferred Qualifications:

- Experience in painting, roofing, landscaping, cleaning, or similar home services trades

- Hands-on experience with DripJobs CRM; or similar platforms like Housecall Pro, Jobber, or ServiceTitan

- Proficiency with spreadsheets for data entry and simple reporting (Google Sheets or Excel)

Required Skills & Tools:

- CRM proficiency

- Google Sheets/Microsoft Excel for accurate data entry and tracking

- VOIP/softphone call handling and basic email/calendar tools (e.g., Google Workspace)

Schedule & Pay:

- Full-Time position; Monday–Friday, approximately 8:00 AM–5:00 PM Mountain Standard Time (with some flexibility) 16h00 - 01h00 South African Standard Time.

- Fully remote role for a United States (Colorado) based client

- Pay ranges from R14 000 - R18 000 per month

- Includes paid training on tools and SOPs, long-term role stability, and growth potential into project coordination/operations support.

System Requirements:

- Internet speed of at least 20 Mbps upload and download

- Computer with a 2.4 GHz processor or higher

- 8 GB of RAM or higher

- Windows 10 or newer, or Mac OS X 10.10 or newer

- HD 720p webcam

- Headset with microphone

Benefits:

- Competitive pay rates

- Consistent hours and predictable workload

- Fully remote work with long-term potential

- Direct collaboration with the Founder and sales team, making a real impact

- Supportive and inclusive work environment

- Opportunity to grow alongside a home services SMB in the painting industry