Customer Service Representative

Customer Service Representative

This position is located in Wilmington, Delaware. The Customer Service Representative supports customers and internal teams by managing inbound communications, accurately gathering information, scheduling appointments, and performing essential administrative tasks. This role ensures a positive customer experience through attentive service, precise data entry, and consistent adherence to established SOPs. The CSR collaborates with the Office Manager, Lead CSR, and other departments to maintain smooth operations and uphold company standards while actively contributing to a positive and productive team environment.

Essential Duties and Responsibilities:

1. Responds promptly to inbound service requests across all channels (phone, email, web forms, text, and other digital platforms). Answers calls in a pleasant, professional manner with a clear and confident voice. Adheres to the approved phone script outline and elevated customer service standards. Remains attentive, responsive, and fully engaged throughout the conversation to ensure a positive customer experience.
2. Collects and accurately records all necessary customer information, including contact details, service needs, and concerns relevant to the Project Consultant. Actively listens with focus and professionalism, asking clarifying questions when needed to ensure accuracy. Enters required information into the CRM, lead sheets, and other databases in a timely and thorough manner.
3. Directs inbound call traffic to the appropriate parties while actively supporting overall phone volume to maintain company standards for customer experience. Answers calls in a pleasant, professional manner following the approved phone script, gathers necessary information to identify the caller's needs, and efficiently routes each call to the correct department or team member. Remains attentive, responsive, and collaborative with teammates to ensure high answer rates, minimal hold times, and a consistently positive customer experience.
4. Schedules appointments for Project Consultants by using scheduling software to match customer needs with consultant availability, service type, and location. Collaborates with the customer to identify the most suitable day and time, ensuring convenience for both parties. Accurately records and confirms the appointment in the scheduling system for the assigned Project Consultant.
5. Adheres to established Standard Operating Procedures (SOPs) and contributes to their ongoing improvement by providing operational feedback and supporting updates to maintain accuracy and alignment across departments.
6. Works intentionally to meet and exceed established key performance indicators (KPIs) while continuously developing personal skill sets and supporting peer growth to strengthen overall team performance and service quality.
7. Demonstrates consistent adherence to company core values and actively contributes to a positive, collaborative team culture that reflects professionalism, accountability, and mutual respect.
8. Provides direct administrative and communication support to the Office Manager and Lead CSR, while assisting the Marketing and Sales sectors as needed. Maintains flexibility and availability to support all other departments and team members across the organization to ensure seamless coordination and service continuity.
9. Seeks to improve productivity and results for this position on a daily basis.
10. Follows all Company safety rules and operating procedures, practices and guidelines.
11. Completes other tasks as assigned by Management.

Requirements:

1. A high school diploma with additional training or coursework in accounting, communication, IT, billing, and collections.
2. A minimum of 1 year in administrative support function. Construction experience is a plus.
3. Strong 4-function math skills: addition, subtraction, multiplication, and division.
4. Demonstrated computer skills. Familiarity with QuickBooks and a service-oriented CRM system.
5. Excellent customer service skills, including the ability to keep calm and be clear with challenging customers, staff, and vendors.
6. The perseverance to keep pursuing solutions even when customers, staff, or vendors are not cooperative.
7. Strong oral and written communications skills when interacting with customers, staff, management, or vendors.
8. Strong abilities to multi-task, prioritize activities, and react quickly to changing information.
9. A valid driver's license with no restrictions on driving for company-related business.
10. A reliable mode of transportation to ensure a prompt start to the working day.
11. Desirable personal traits including honesty, integrity, accuracy, high standards, fairness, and good listening and time management skills.
12. Strong analytical and problem-solving skills with an emphasis on quantitative methods. Solid working knowledge of federal, state, and local laws and regulations related to the selling, providing, and invoicing of construction services.
13. No restrictions or requirements preventing the ability to work in the US for any US company.

Physical demands: The ability to walk around an office, climb and descend stairs, work in a seated position at a desk for hours at a time, operate computers and phones, open file cabinets, bend/stand as necessary, and to occasionally lift and carry up to 25 pounds.

EEO statement: Fedale General Contractors is an Equal Opportunity Employer. We embrace diversity and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics when making hiring decisions. All employment is decided on the basis of qualifications, merit, and business need.