Customer Care & Scheduling Specialist

We are looking for a proactive, customer-focused, and results-driven Customer Care & Scheduling Specialist to support a US-based home services business specializing in home repairs, installations, furniture assembly, and other home improvement projects.
Compensation & Benefits:
Starting Rate: $5.00 - $5.50 per hour
Health Allowance
Retention bonus
Performance-based pay raises (Month 3, Years 1 and 2)
Key Responsibilities:
Customer Service & Inbound Call Handling
Answer incoming customer calls during evenings, weekends, after-hours periods, and overflow situations.
Listen actively to customer concerns and ask relevant questions to understand their service needs.
Respond to inquiries clearly and confidently while providing accurate information about the company's services.
Lead Qualification & Appointment Booking
Collect accurate customer information, including name, phone number, email address, service address, and requested service.
Determine the appropriate next step based on the job requirements, including scheduling a technician for routine jobs or an on-site estimator for larger projects.
Guide customers toward booking an appointment rather than simply taking a message.
Preliminary Pricing & Customer Guidance
Provide approximate labor estimates based on established company pricing guidelines.
Use ChatGPT and company-approved pricing rules to help prepare preliminary price ranges.
Explain estimated costs clearly and professionally while setting appropriate customer expectations.
Lead Management & Documentation
Use ServiceTitan to manage customer inquiries, schedule appointments, and maintain accurate customer records.
Record all incoming leads, including inquiries that do not immediately convert into bookings.
Ensure customer details and service information are complete, accurate, and up to date.
Appointment Conversion & Customer Experience
Address customer questions and concerns to help them make informed booking decisions.
Follow up on the appropriate next steps for customer inquiries, as instructed by the client.
Help improve booking conversion rates and reduce missed opportunities from after-hours and weekend calls.
Qualifications:
At least 2 years of experience in customer service, inbound call handling, appointment setting, scheduling, sales support, or a related role is preferred.
Experience handling inbound customer inquiries and maintaining accurate customer records.
Comfortable using CRM systems, scheduling tools, email, and other online applications.
Ability to follow established procedures, pricing guidelines, and standard operating procedures.
A reliable internet connection and a suitable work-from-home environment with minimal background noise.
Preferred Qualifications:
Previous experience supporting US-based home services businesses, such as handyman, HVAC, plumbing, electrical, or home improvement companies.
Experience providing preliminary quotes or communicating estimated service costs.
Familiarity with ServiceTitan is an advantage but is not mandatory, or similar field service management platforms.
Experience in inbound sales, lead qualification, appointment setting, or lead conversion.

Work arrangement
Yes