Customer Service Representative (HC)

Core Responsibilities

• Phone / Call Handling
  • Live answering of 20–30 inbound calls per day
  • After-hours and Saturday coverage so Hunter doesn’t have to watch phones on weekends
  • Handling calls, texts, emails, website inquiries promptly
  • Using VoIP systems like Grasshopper (and being able to adapt if he switches providers)
• Job Booking & Dispatch
  • Booking jobs directly (size recommendations, scheduling)
  • Working inside CurbWaste (his dumpster rental CRM)
  • Scheduling deliveries and pickups
  • Coordinating driver routes and tracking active rentals
  • Following up on dispatch and making sure jobs are completed correctly
• Customer Experience & Follow-Up
  • Building a better customer experience end-to-end
  • Following up with leads who didn’t book
  • Sending quotes, pricing, invoices and collecting payments

Higher-Level / Strategic Needs

• Proactivity & Ownership
  • Someone ambitious and proactive, not just reactive on calls
  • A person who will take initiative without being pushed constantly
  • Help create and improve SOPs, especially during slower months
• Marketing / SEO Support
  • Basic SEO work and marketing tasks (as mentioned from your podcast)
  • Willingness to learn SEO with support/training from your team

Coverage & Schedule Preferences

• Flexible coverage to reduce his own involvement in:
  • After-hours and weekend (especially Saturdays)
  • Potential interest in two SPs or a split schedule (e.g., one for early shift, one for later shift) to get broader hours

Emotional / Business Drivers

• He wants:
  • A more effective and proactive replacement or complement to his current US-based CS rep (who is expensive and underperforming beyond basic calls).
  • To protect the business while being thoughtful about possibly firing someone he likes personally.
  • A dependable, long-term partner with good accountability and structure behind them.