Customer Service Representative / Client Advocate

Hambleton-Handyman; Manassas (VA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Paid holidays

PTO

401k matching

Life insurance

Home improvement discounts

Job summary

Hambleton-Handyman in Manassas, VA is seeking a client relations specialist to be the first point of contact for prospective and existing clients. You will build strong relationships through service and consultative guidance, educating clients and guiding them from initial contact through project completion.

You will respond to calls, present clear service options and estimates, and help schedule work with care to ensure a positive experience that earns repeat business.

Qualifications

• Previous customer service experience required
• Comfort with phone-based communication throughout the workday

Responsibilities

• Answer calls promptly and professionally with a warm, confident presence
• Make outbound calls to follow up with leads and maintain client relationships
• Listen carefully to understand clients’ needs, and offer tailored solutions that are in their best interests
• Educate clients about our services and help them make informed decisions
• Set clear expectations through positive, effective communication
• Respond quickly to all leads, and follow up diligently to prevent opportunities from falling through the cracks
• Follow up on estimates, ensuring the clients have a professional and well explained written estimate of their potential project so they decide whether to move forward with the work
• Book jobs, taking detailed notes to ensure the scheduling department and craftsmen will be set up for success

Skills

Customer service

Phone communication

Job description

This position serves as the first point of contact for prospective and existing clients, building lasting relationships through exceptional service and consultative guidance. This role focuses on understanding client needs, educating them about our services, and ensuring a positive experience from initial contact through job completion. Our mission is to create happy paying clients who call us back time and time again, and this role is on the front lines of that mission.

Duties & Responsibilities:

• Answer calls promptly and professionally with a warm, confident presence
• Make outbound calls to follow up with leads and maintain client relationships
• Listen carefully to understand clients’ needs, and offer tailored solutions that are in their best interests
• Educate clients about our services and help them make informed decisions
• Set clear expectations through positive, effective communication
• Respond quickly to all leads, and follow up diligently to prevent opportunities from falling through the cracks
• Follow up on estimates, ensuring the clients have a professional and well explained written estimate of their potential project so they decide whether to move forward with the work
• Book jobs, taking detailed notes to ensure the scheduling department and craftsmen will be set up for success

Required Qualifications:

• Previous customer service experience required
  
• Comfort with phone-based communication throughout the workday

Company Benefits:

• Health and Dental insurance plan
• 10 Paid Holidays and PTO
• 401k Retirement Plan including company matching contributions
• Life Insurance Policy
• Employee rates for home improvement projects at your own home