Customer Service Representative

Job Description

Mercer Island Customer Service Representative

Employment Type : Full-Time

About Us

A growing home improvement company specializing in residential fencing and decking solutions is looking to leverage your customer service experience. We are known for our professionalism, reliability, and customer-first approach. As we continue to scale, we are building strong systems, a high-performing team, and a positive, accountable culture. We are seeking a versatile, proactive, and tech-savvy individual to join our team in a role that is central to daily operations and company growth. While some responsibilities may be delegated to other team members as we grow and expand our administrative staff, you will play a key role in shaping processes, workflows, and the future of the administrative team.

Position Overview

Here, we are leveraging your reliable and personable Customer Service experience to serve as the first point of contact for all inbound leads and client communications. The CSR plays a critical role in our sales pipeline — handling incoming inquiries, qualifying leads, gathering client information, and scheduling on-site estimate appointments for our sales representatives. The ideal candidate is an excellent communicator who can make clients feel welcome, informed, and confident in our services.

Key Responsibilities

• Inbound Lead Management: Handle all incoming leads from phone calls, web form submissions, and other inquiry channels in a timely and professional manner.
• Client Communication: Speak with prospective clients to gather basic information (name, address, project details, etc.) and answer general questions about our services.
• Lead Qualification: Ask qualifying questions to assess project scope, timeline, and client needs before passing the lead to the sales team.
• Appointment Scheduling: Schedule on-site estimate visits for sales representatives, coordinating calendars to optimize daily routes and availability.
• Lead Assignment: Assign qualified and scheduled leads to the appropriate sales representative (fencing or decking specialist).
• Follow-Up Support: Assist with follow-up communications on outstanding estimates, quotes, and post-visit client outreach as needed.
• Record Keeping: Maintain accurate and up-to-date client records, notes, and scheduling information in company systems.
• Process Adherence: Follow established company guidelines, scripts, and workflows while adapting to process improvements and updates as the company grows.

Qualifications & Requirements

• Experience: Prior experience in a customer service, receptionist, call center, or administrative support role preferred. Experience in the home improvement, fencing, decking, or construction industry is a strong plus.
• Communication Skills: Excellent phone presence and verbal communication skills — you must sound professional, warm, and engaging on the phone.
• Organizational Skills: Strong ability to multitask, manage schedules, and keep detailed records.
• Tech Savvy: Comfortable using scheduling software, CRM systems, and standard office tools (email, spreadsheets, etc.).
• Adaptability: Willingness to work in a fast-paced, evolving startup environment where processes are continuously being improved and refined.
• Team Player: Collaborative mindset with the ability to work closely with sales reps and management.
• Reliability: Dependable, punctual, and committed to long-term employment.
• Background Check: Must be able to pass a background check and drug screening.

What We Offer

• Year-round work with a growing company
• Competitive hourly pay depending on experience
• Opportunity to grow into expanded roles as the company scales
• A supportive, entrepreneurial team environment
• Training on our products, services, and internal systems

**Benefits are currently not being offered**

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or any other protected status.