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