Customer Service Representative

Ace Handyman Lake Norman; Mooresville (NC); On-site; USD 21,000 - 26,000; Full time

Job summary

Ace Handyman Lake Norman is seeking a Customer Service Representative to handle calls, emails, and online inquiries in the Lake Norman area. You will listen to homeowners, estimate time for jobs using our guidelines, and dispatch the right craftsmen with necessary details to the field.

The role emphasizes building relationships with repeat clients, coordinating with a team of professionals, and maintaining high standards of service and customer satisfaction in the local community.

Qualifications

• Excellent verbal and written communication skills with a warm, professional phone presence.
• Comfortable using computers, scheduling software, and navigating multiple tabs or programs at once.
• Strong attention to detail and the ability to organize schedules logically.
• A reliable, punctual approach to work and a desire to contribute to a positive team culture.

Responsibilities

• Answer incoming calls and online inquiries from residential and commercial customers.
• Listen to customer needs, ask clarifying questions, and recommend appropriate services.
• Schedule and dispatch craftsmen based on their skills, location, and availability.
• Provide clear, accurate pricing and job estimates using our established pricing guide.
• Follow up with customers after their service to ensure satisfaction.
• Perform light administrative duties, including processing payments and updating customer records.

Skills

Communication skills

Phone presence

Computer skills

Attention to detail

Punctuality

Education

High school diploma or equivalent

Tools

Dispatching software

Job description

Full-time Lake Norman, NC On-site $15 - $19/hr

About the Role

As a Customer Service Representative, you are the voice of our business. Homeowners in the Lake Norman area call us when they need help maintaining, repairing, and improving their homes. Your job is to listen to their needs, reassure them that they are in good hands, and pair them with the right craftsman for the job.

This is not a cold-calling or high-pressure sales role. Our customers reach out to us because of our trusted reputation. You will succeed here if you enjoy solving puzzles, organizing schedules, and helping your neighbors bring their home improvement projects to life.

What Success Looks Like

On a day-to-day basis, you will manage incoming calls, emails, and online inquiries. You will actively listen to customers describe their home repair issues, estimate the time required for the job using our guidelines, and schedule appointments using our dispatching software. You will also coordinate with our team of craftsmen to ensure they have the details they need to succeed in the field.

Over time, success means building strong relationships with our repeat clients and helping our service team run efficiently. You will become an expert at matching the right skills to the right jobs, helping us maintain our high standards of service and customer satisfaction in the local community.

What You Will Do

• Answer incoming calls and online inquiries from residential and commercial customers.
• Listen to customer needs, ask clarifying questions, and recommend appropriate services.
• Schedule and dispatch craftsmen based on their skills, location, and availability.
• Provide clear, accurate pricing and job estimates using our established pricing guide.
• Follow up with customers after their service to ensure they are satisfied with the work.
• Perform light administrative duties, including processing payments and updating customer records in our database.

What You Bring to the Team

We are looking for someone who genuinely enjoys helping people and thrives in an organized, collaborative office environment.

Must-Have Qualifications:

• Excellent verbal and written communication skills with a warm, professional phone presence.
• Comfortable using computers, scheduling software, and navigating multiple tabs or programs at once.
• Strong attention to detail and the ability to organize schedules logically.
• A reliable, punctual approach to work and a desire to contribute to a positive team culture.
• High school diploma or equivalent.

Nice-to-Have Qualifications:

• Previous experience in customer service, dispatching, or office administration.
• A basic understanding of home repair, maintenance, or construction terms (though we will train you on our specific estimation processes).
• Familiarity with the Lake Norman geography and surrounding communities.