Department
Customer Experience
Employment Type
Full-Time W-2 Employee
Work Arrangement
Remote
Reports To
General Manager / Operations Manager
Compensation
$40,000–$45,000 annually
Performance Incentive
Production Performance Bonus — Eligible
Actual compensation depends on experience and qualifications.
Position Overview
The Customer Service / Scheduler is responsible for providing a professional customer experience from the first contact through appointment scheduling and follow-up.
This person will often be the customer's first interaction with JM Connect Services.
The ideal candidate is professional, organized, responsive and comfortable managing multiple customers and scheduling priorities in a remote environment.
Responsibilities
- Answer incoming calls.
- Respond to emails.
- Respond to SMS.
- Respond to website inquiries.
- Respond to online leads.
- Qualify leads.
- Collect project information.
- Request photos when appropriate.
- Schedule estimates.
- Schedule appointments.
- Confirm appointments.
- Send reminders.
- Reschedule appointments.
- Coordinate with operations.
- Coordinate with field teams.
- Coordinate with subcontractors when appropriate.
- Update CRM.
- Maintain customer records.
- Follow up with leads.
- Follow up on estimates.
- Follow up after completed services.
- Request customer reviews.
- Escalate customer concerns.
- Maintain accurate schedules.
Ideal Candidate
- 1–3 years customer service or scheduling experience preferred.
- Home services, property management or real estate experience preferred.
- Excellent communication.
- Professional telephone manner.
- Strong organization.
- Strong attention to detail.
- Comfortable using computers.
- CRM experience preferred.
- Able to manage multiple tasks.
- Customer-focused.
- Positive attitude.
- Calm under pressure.
- Able to work independently from home.
- Bilingual English/Spanish strongly preferred.
Production Performance Bonus
Eligible employees may participate in the Production Performance Bonus Program.
Potential metrics:
- Lead response time
- Appointment booking
- Estimate scheduling
- Scheduling accuracy
- Follow-up completion
- Customer satisfaction
- Estimate conversion
- Customer reviews
The bonus is an incentive and is not automatically guaranteed. Eligibility, metrics, calculation methodology and payment schedule will be established by JM Connect Services.
Career Path
- Customer Service / Scheduler
- Senior Customer Service Coordinator
- Scheduling / Dispatch Manager
- Customer Experience Manager
- Operations Management
Application
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Complete the application below. Fields marked with an asterisk are required.
Compensation ranges are estimates based on experience, qualifications, scope and business needs. Final compensation and the applicable employment or contractor classification will be established in the applicable employment or contractor agreement and determined according to the actual working relationship and applicable law.