Customer Service Representative (MA)

Core Responsibilities

• Answering calls
  • Handle inbound calls from customers
  • Use the existing phone app (Office at Hand) to receive calls
• Handling emails
  • Respond to customer emails
  • Keep communication with clients organized and timely
• Lead and estimate management
  • Handle website leads and inbound inquiries
  • Book estimates and put them on the calendar
  • Do follow‑ups on estimates and stay in touch with clients
• Scheduling & dispatch
  • Schedule jobs and build the daily/weekly schedule
  • Keep crews fully booked
  • Work primarily inside Jobber (scheduling and invoicing system)
• Client experience & follow‑up
  • Do outbound calls and follow ups
  • Help build and maintain a strong client experience and relationships
• Admin & billing
  • Send out invoices
  • General day‑to‑day admin and operations before and after the jobs

Tools & Systems They Must Use

• Jobber – for scheduling, invoicing, and managing jobs
• Office at Hand – app for answering calls on the phone
• Email tools already in use by the business