Job Description:
You will be required to assist in all aspects of customer service, enquiry management, job intake, and scheduling coordination, which may at times extend beyond the duties listed below.
Managing inbound customer enquiries, capturing accurate customer and service information, and coordinating service requests and bookings. This includes answering calls, gathering relevant details using the company's intake forms, ensuring all information is recorded accurately, and coordinating with the appropriate internal teams to support efficient service delivery.
You will also be responsible for following up on outstanding estimates and customer enquiries through phone calls, text messages, and email, maintaining regular communication until each enquiry is converted into a confirmed booking or formally closed out. The role requires strong phone communication skills, accurate data entry, and the ability to manage customer interactions, scheduling requirements, and follow-up tasks efficiently.
Other responsibilities include but are not limited to:
- Answer inbound calls and assist customers with enquiries about the company's products and services.
- Capture customer, job, and service details accurately using the company's intake forms and systems.
- Gather relevant information based on the type of service requested, including customer details, service requirements, measurements, and billing information where applicable.
- Clarify missing information and ensure all relevant details are accurately recorded.
- Coordinate customer enquiries and service requests, including scheduling and confirming appointments where required.
- Follow up on outstanding estimates, quotations, and customer enquiries through phone calls, text messages, and email.
- Contact customers to check estimates, address basic enquiries, and encourage booking confirmation.
- Maintain consistent follow-ups until each enquiry or estimate is either booked or formally closed out.
- Update customer records, enquiry statuses, job details, and scheduling information in the relevant systems.
- Use CRM and job management platforms, including ServiceTitan, to manage customer information, job details, and service schedules.
- Utilise phone communication systems such as Clarity to handle inbound and outbound calls.
- Maintain accurate records of customer interactions, bookings, and follow-up activities.
- Coordinate with internal teams to ensure customer enquiries, bookings, and service requests are actioned promptly.
- Provide general administrative, scheduling, and customer service support as required.
Requirements
- Minimum 2-3 years' experience in customer service, scheduling coordination, call handling, or administrative support.
- Experience handling both inbound and outbound customer calls is preferred.
- Previous experience in the glass, window, and door industry is highly desirable.
- Experience using ServiceTitan CRM is strongly preferred.
- Familiarity with service-based businesses, job management systems, estimates, work orders, and scheduling processes.
- Strong verbal and written English communication skills.
- Confident and professional telephone manner, with the ability to communicate effectively with US-based customers.
- Excellent data entry skills and strong attention to detail.
- Ability to capture customer and job information accurately and follow established processes.
- Experience coordinating appointments, bookings, or service requests.
- Strong organisational skills and ability to manage multiple enquiries, schedules, and follow-ups simultaneously.
- Proactive and persistent approach to following up on outstanding estimates and customer enquiries.
- Strong customer service, problem-solving, and interpersonal skills.
- Ability to work independently, manage competing priorities, and adapt to established workflows.
Join our team and enjoy these benefits & perks:
- Medical, dental, and life insurance from day one
- Paid vacation
- Sick leave (with quarterly conversion)
- Competitive salary and annual appraisals
- Financial assistance program
- Mandatory government benefits and 13th-month pay
- Company events - promoting work-life balance and career growth
Only shortlisted candidates will be contacted