Customer Service Representative

Position:Customer Service Representative

Location: Remote: LatAm/SA

Work Schedule: 8am-6pm EST

Salary:Market Related

About the Company

Our Client is a growing landscaping company based in North Florida, specializing in both commercial and residential lawn care and landscaping services. The company primarily serves commercial clients, which make up roughly 70% of the business, alongside a growing residential customer base. As the business continues to grow, the team is looking to add a high-level Customer Service Representative who can become the front line of communication for inbound leads and existing customers. This person will play a critical role in representing the brand, handling inbound inquiries, coordinating customer communication, and helping convert new opportunities into scheduled on-site consultations for the field team. This is a customer-facing role requiring excellent spoken and written English, strong communication skills, professionalism, responsiveness, and a genuinely positive attitude toward helping customers. The ideal person is energetic, proactive, organized, and excited to grow with a fast-moving service business.

This role is ideal for someone who genuinely enjoys speaking with people and takes pride in creating excellent customer experiences.

The Opportunity

This role will primarily focus on:
* Handling inbound lead calls generated through Google Ads
* Communicating with customers via phone, SMS, email, and chat
* Scheduling and coordinating on-site consultations
* Supporting customer service inquiries and escalations
* Updating and managing CRM workflows
* Dispatching and coordinating with the domestic field team
The ultimate goal of the role is to ensure every inbound lead and customer interaction is handled professionally, efficiently, and with a high level of care.

What Success Looks Like

The ideal candidate is:
* Friendly, upbeat, and confident speaking with customers
* Highly fluent in English with minimal accent barriers
* Organized and detail-oriented
* Comfortable multitasking in a fast-paced environment
* Excited about customer communication
* Able to de-escalate upset customers professionally
* Responsive and proactive
* Comfortable learning new software and systems
* A strong representative of the company’s brand and culture
Core Responsibilities
* Inbound Lead Management
* Answer all inbound calls from prospective customers
* Respond to leads generated through Google Ads and other marketing channels
* Qualify customer needs and gather relevant property information
* Schedule in-person consultations for the North Florida field team
* Ensure smooth communication from first inquiry through scheduling
Customer Service & Communication
* Handle customer questions, concerns, and escalations professionally
* Communicate with customers via:
* RingCentral phone system
* Email
* SMS/text messaging
* Live chat (when applicable)
* Follow up with customers regarding appointments, scheduling, and service updates
* Maintain a professional and friendly tone across all communication channels
CRM & Dispatch Coordination
* Update customer records and communication logs in Jobber CRM
* Dispatch and coordinate jobs with the domestic operations team
* Ensure customer information is accurate and up to date
* Track lead statuses and appointment outcomes
Administrative Support
* Assist with general customer communication workflows
* Maintain organized records and notes
* Escalate issues internally when necessary
* Support operational efficiency across the customer service process
Required Qualifications
* Excellent spoken and written English
* Strong customer service or call center experience
* Professional phone presence
* Strong communication and interpersonal skills
* Ability to work full-time U.S. Eastern business hours
* Reliable internet and quiet work environment
* Comfortable handling both happy and frustrated customers
Strongly Preferred
* Experience in customer support, dispatch, scheduling, or appointment setting
* Experience using RingCentral or similar VOIP systems
* CRM experience
* Experience supporting home service, landscaping, construction, or service-based businesses
Nice to Have
* Familiarity with Jobber CRM
* Experience handling inbound sales inquiries
* Experience with SMS/chat customer communication
Training & Support

The person hired into this role will receive hands-on training directly from the owner, along with support from other team members. The company already has strong operational knowledge internally and is looking for someone who can learn quickly, absorb feedback, and become a dependable long-term member of the team.

Ideal Personality Fit:We are looking for someone who is:
* A go-getter
* Positive and energetic
* Excited to communicate with customers daily
* Comfortable taking initiative
* Reliable and consistent
* Eager to grow within the business
* Proud to represent the company professionally
This is not a passive support role — the right pers