Customer Service Representative (CSR)

Company: Greener Method Cleaning & Restoration
Department: Customer Service / Operations
Reports To: Office Manager
Employment Type: Full-Time
Schedule: Monday–Friday, generally during normal business hours

Position Summary

The Customer Service Representative (CSR) serves as a primary point of contact between Greener Method Cleaning & Restoration and our customers.

The CSR is responsible for delivering an exceptional customer experience from the first inquiry through scheduling, service completion, and follow-up. This position plays a critical role in converting incoming opportunities into scheduled work, maintaining an organized service schedule, communicating accurate information to customers and field personnel, and ensuring customer needs do not fall through the cracks.

This is a fast-paced, customer-facing position requiring excellent communication, organization, attention to detail, follow-through, and the ability to manage multiple priorities simultaneously.

Primary Responsibilities

Customer Communication & Service

• Answer incoming phone calls, emails, text messages, website inquiries, and other customer communications promptly and professionally.

• Provide friendly, knowledgeable, and solution-oriented customer service.

• Listen carefully to customer needs and gather complete and accurate information.

• Explain Greener Method's services and service process clearly and professionally.

• Maintain proactive communication with customers before, during, and after service.

• Respond appropriately to questions, concerns, scheduling issues, and service-related problems.

• Take ownership of customer requests and ensure appropriate follow-through.

• Escalate issues requiring management involvement when appropriate.

• Build positive, long-term relationships with residential and commercial customers.

Lead Intake & Conversion

• Respond promptly to new leads and service inquiries.

• Collect complete customer, property, service, and contact information.

• Identify the customer's needs and determine the appropriate service or next step.

• Qualify incoming opportunities according to company procedures.

• Provide approved pricing or service information when appropriate.

• Schedule qualified customers for estimates, inspections, or service.

• Follow up on leads that have not yet scheduled.

• Follow up on outstanding estimates and open opportunities as assigned.

• Maintain accurate statuses and notes for active leads and opportunities.

• Help maximize the percentage of qualified inquiries that become scheduled customers.

Scheduling & Dispatch Coordination

• Schedule service appointments, estimates, inspections, and other customer appointments.

• Maintain an accurate, organized, and efficient service schedule.

• Confirm appointments and communicate arrival expectations to customers.

• Coordinate scheduling with field personnel and operations management.

• Communicate schedule changes promptly to customers and affected team members.

• Account for job requirements, technician availability, travel time, service duration, equipment needs, and other scheduling considerations.

• Help maximize productive field schedules while avoiding unrealistic scheduling commitments.

• Identify scheduling conflicts early and work with operations to resolve them.

• Ensure technicians receive the customer information, service details, access instructions, and other information necessary to perform the job successfully.

Customer & Job Records

• Create and maintain accurate customer, lead, appointment, and job records within company systems.

• Document customer conversations, service needs, scheduling information, special requests, and commitments.

• Maintain accurate contact information and job details.

• Update records promptly when information or job status changes.

• Ensure customer and job records are complete enough that another team member can understand the situation without reconstructing previous conversations.

• Maintain accurate documentation of customer concerns, complaints, callbacks, and resolutions.

• Follow company procedures for handling confidential customer and business information.

Follow-Up & Customer Retention

• Follow up with customers after service when required.

• Assist with customer satisfaction and service-recovery communication.

• Follow up on unscheduled estimates and opportunities.

• Help identify opportunities for repeat or additional services when appropriate.

• Assist customers with future service needs.

• Support company efforts to generate repeat business, referrals, and positive customer experiences.

• Maintain relationships with existing residential and commercial customers through timely and professional communication.

Restoration & Urgent Service Intake

• Recognize emergency and time-sensitive service requests.

• Gather accurate information regarding water damage, fire damage, mold concerns, sewage losses, and other restoration-related calls.

• Follow established procedures for escalating emergency service requests.

• Communicate urgent information immediately to the appropriate operations personnel.

• Maintain calm, professional communication with customers experiencing stressful property-loss situations.

• Avoid making commitments regarding coverage, liability, scope, arrival times, or other matters outside the CSR's authority.

Daily Customer Service Operations

• Monitor open customer communications and ensure outstanding messages receive responses.

• Review the upcoming schedule for missing information, conflicts, or special requirements.

• Maintain awareness of jobs currently in progress and customer issues requiring follow-up.

• Coordinate with operations regarding delays, changes, cancellations, and customer concerns.

• Track assigned callbacks and open customer-service items through completion.

• Maintain an organized customer-service workflow throughout the workday.

• Communicate unresolved or potentially significant customer issues to management before they become larger problems.

Performance Expectations

The CSR is expected to consistently demonstrate:

• Prompt response to incoming customer inquiries.

• Professional and friendly customer communication.

• Accurate customer and job information.

• Strong conversion of qualified inquiries into scheduled work.

• Accurate and efficient scheduling.

• Consistent follow-up on open leads and customer requests.

• Minimal missed calls, forgotten messages, scheduling errors, or dropped follow-ups.

• Complete and useful documentation.

• Effective communication with field personnel and management.

• Ownership of assigned customer issues through resolution.

• Dependability, punctuality, and consistent attendance.

• A high level of professionalism representing the Greener Method brand.

Specific performance metrics and KPIs may be established and adjusted by management as business needs evolve.

Required Skills & Qualifications

The successful candidate should possess:

• Excellent verbal and written communication skills.

• Strong customer-service and telephone skills.

• Strong organizational and time-management abilities.

• High attention to detail and accuracy.

• Ability to communicate confidently and professionally with customers.

• Ability to manage multiple calls, messages, appointments, and priorities simultaneously.

• Ability to remain calm and solution-focused during urgent or difficult customer situations.

• Strong follow-through and personal accountability.

• Good judgment and problem-solving ability.

• Comfort learning and using company software, phone systems, email, messaging, and other technology.

• Ability to learn Greener Method's services, processes, terminology, and pricing.

• Ability to work effectively with field technicians and operations management.

• Dependability and consistent attendance.

Previous experience in customer service, call centers, dispatching, scheduling, home services, restoration, cleaning, property services, or another service-based business is preferred.

Customer Service Standard

Every interaction should reinforce Greener Method's reputation for being responsive, professional, knowledgeable, and easy to do business with.

The CSR is expected to own the next step.

When a customer needs something, the CSR should either handle it within their authority or ensure it reaches the correct person and is followed through to completion. Simply forwarding a message does not constitute completing the task.

Customers should never have to repeatedly contact Greener Method because an internal handoff was forgotten.

Role Focus

This position is specifically focused on customer service, lead management, scheduling, communication, documentation, and customer follow-up.