Customer Service & Scheduling Representative

Full-Time | $18.00-$23.00 per hour Base+ Performance Incentives

About Us

At EcoSpect, we are dedicated to protecting homes and improving indoor environments across the Finger Lakes and Central New York. For over 30 years, our team has specialized in basement waterproofing, foundation repair, concrete lifting, and radon mitigation. We take pride in delivering long-lasting structural solutions backed by exceptional service, transparent communication, and genuine care for the families and property owners we serve.

Be the First Impression. Make Every Customer Connection Count.

Are you someone who enjoys talking with people, staying organized, and closing the loop? Do you take pride in providing top-tier customer service while turning incoming inquiries into confirmed appointments?

We are seeking a proactive, reliable, and driven Customer Service & Scheduling Representative to serve as the voice of our company. In this role, you will be the front-line point of contact across phone, email, website forms, and social media. Your core mission is to answer calls rapidly, deliver an exceptional customer experience, and convert inbound inquiries into scheduled estimates.

Work Schedule & Shift Availability

To ensure our homeowners receive prompt support during core business hours, our phone lines are actively managed throughout the day.

• Status: Full-Time (40 hours/week)
• Standard Hours: Monday - Friday, 8:00 AM - 4:00 PM

Compensation & Performance Incentives

• Hourly Base Pay: $18.00-$23.00 per hour, base + incentives
• Appointment Scheduling Incentive: There will be an incentive paid per qualified appointment scheduled (paid upon completion of the appointment).
• Review Bonuses: Bonus opportunity per positive 5-star Google review that mentions your name (split equally among all team members recognized).
• Skill & Certification Pay Increases: Ongoing opportunities for hourly pay scale increases upon completion of internal training modules and company-paid certifications.

Benefits & Perks

• Paid Time Off: 1 week of paid vacation in your first year.
• Paid Holidays: paid major holidays annually.
• Retirement Plan: Company-sponsored retirement plan available.
• 100% Company-Paid Training & Certifications: Full employer coverage for relevant career certifications and training.

Key Responsibilities

Customer Experience & Rapid Response

• Answer incoming calls quickly and professionally, maintaining an expectation of answering within 2 rings (under 10 seconds).
• Deliver an empathetic, high-standard customer experience on every interaction to drive positive customer impressions and reviews.
• Promptly respond to customer inquiries arriving through web forms, email, and social media channels.
• Collect and document critical customer details and project requirements accurately.

Appointment Scheduling & Lead Conversion

• Convert prospective inbound leads into confirmed on-site estimates and service consultations.
• Maintain a minimum target of 80% conversion from qualified leads to scheduled appointments.
• Coordinate calendars for field estimators and project managers using CRM and scheduling software.
• Send booking confirmations, appointment reminders, and follow-up notices.

Follow-Up & CRM Administration

• Follow up consistently with prospective clients who have pending estimates or unanswered inquiries.
• Complete scheduled outbound touchpoints via phone, email, and text.
• Maintain accurate customer records, call notes, and pipeline statuses within the CRM.

What We're Looking For

• Experience: 1-3 years of experience in customer service, call handling, administrative support, or appointment scheduling.
• Speed & Punctuality: Proven ability to manage inbound call flow promptly while keeping attention to detail high.
• Software Comfort: Familiarity with CRM systems (e.g., Jobber, Contractor Accelerator, Salesforce, or similar) and general office software.
• Communication: Exceptional verbal phone presence, strong active listening, and clear written communication.
• Goal Orientation: Motivated by measurable targets (fast call answer times, lead conversion rates, and positive review generation).

How Success Is Measured

• Response Time: Incoming calls consistently answered within 2 rings (10 seconds).
• Conversion Rate: Meeting or exceeding the 80% lead-to-appointment conversion benchmark.
• Completed Appointments: Successfully booked leads that are attended by prospective clients.
• Customer Reviews: Consistently generating 5-star Google reviews mentioning your service.

Ready to Make an Impact?

If you're a natural communicator who enjoys helping people, thrives on staying organized, and wants a role with direct performance incentives, we'd love to hear from you!

Apply today and tell us why you'd be a great addition to our team.