What are the responsibilities and job description for the Customer Service Representative (CSR) / Scheduler position at Ace Handyman Services Traverse City?
Benefits:
- 401(k)
- 401(k) matching
- Bonus based on performance
- Competitive salary
- Opportunity for advancement
- Paid time off
- Training & development
Ace Handyman Services Traverse City is seeking a highly organized, customer‑focused Customer Service Representative (CSR)/Scheduler to be the central communication hub between our clients, craftsmen, and office operations.
This position is mission‑critical to the success of our daily operations. The CSR/Scheduler ensures that every client interaction is professional, informative, and clearly communicated, and that every job is scheduled accurately and efficiently so our craftsmen can arrive prepared and ready to deliver outstanding service.
Mission
To communicate all information necessary to complete each and every job in a timely, professional manner—supporting both our clients and craftsmen to ensure exceptional service delivery.
Key Responsibilities
Key Responsibilities
Customer Communication & Scheduling
- Serve as the primary point of contact for all incoming calls.
- Clearly explain Ace Handyman Services’ offerings, pricing structure (time materials), and availability to new and existing clients.
- Guide new clients through our process and set clear expectations for how we work.
- Carefully schedule jobs using ServiceTitan, assigning:
- Correct craftsman for the job
- Accurate job descriptions
- Exact dates and arrival times
- Ensure detailed and thorough notes are entered into ServiceTitan so craftsmen understand job scope well in advance of night‑before calls.
Craftsman & Field Support
- Dispatch job information to craftsmen via our ServiceTitan app.
- Provide real‑time office support to craftsmen in the field as needed.
- Handle re‑scheduling requests from both customers and field staff promptly and professionally.
- Check in paperwork from the field and ensure completeness and accuracy.
Operations & Office Support
- Continuously monitor voicemail, ServiceTitan, and email to capture missed inquiries during busy call periods.
- Return all phone calls and texts within the same business day.
- Proactively solve operational issues as they arise.
- Maintain a digital Rolodex of referral partners, providing quick access to trusted resources for a variety of client and operational needs.
- Track and suggest improvements to make the position and systems more efficient.
Administrative Duties
- Manage all office‑to‑client communication, including:
- Phone calls
- Text messages
- Letters
- Follow‑ups and thank‑you notes
- Assist with office organization, including:
- Filing
- Billing
- Accounts Receivable (A/R)
- Accounts Payable (A/P)
- Independently manage phone system issues and resolve them promptly.
- Check and respond to email daily.
Qualifications & Skills
- Exceptional phone and interpersonal communication skills
- Strong attention to detail and organizational abilities
- Ability to multitask and remain calm in a fast‑paced environment
- Customer‑service mindset with problem‑solving skills
- Comfortable using scheduling and CRM software (ServiceTitan experience strongly preferred)
- Basic administrative and office experience
- Ability to work independently and take ownership of responsibilities
- Professional, trustworthy, and dependable
Schedule
Full‑time, in‑office position
Full‑time, in‑office position
- 8:00am - 4:30pm with consistency and reliability expected
Here is just some of what we have to offer:
- Competitive hourly pay
- Health insurance stipend
- Phone stipend
- 401K with match
- Paid Time Off
- Advancement and growth opportunities
- Regular pay reviews
- Plus more!
Build fun and rewarding career with an industry leader!
Apply now!
Salary : $17 - $20