Benefits:- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Training & development
Lead Customer Service Representative (Remote)
Location: 100% Remote (United States)
Schedule: Full-Timeย
Compensation: $22โ$26 per hour + Benefits
We're Looking for a Rockstar.This isn't your typical customer service position. We're looking for an experienced Lead Customer Service Representative (Remote) who thrives on creating an exceptional customer experience, building strong customer relationships, and driving results through consistent follow-up. As our Lead Customer Service Representative, you'll own the customer journey from the moment a lead comes in through project completion. You'll be responsible for lead management, customer communication, appointment setting, customer follow-up, and ensuring every customer receives an outstanding experience.ย
You'll also provide day-to-day guidance and support to our part-time Customer Service Representative, helping maintain consistency across our Customer Success team. This is a true working lead role. We're looking for someone who takes initiative, leads by example, and doesn't need to be managed. If you're naturally proactive, highly organized, and relentless about follow-up, you'll thrive in this position.
What You'll Do- Own all inbound lead communication and ensure every lead receives immediate, consistent follow-up.
- Schedule inspections and manage customer appointments.
- Follow up on open estimates until every opportunity reaches a clear outcome.
- Monitor project progress and proactively communicate updates with homeowners.
- Deliver an exceptional customer experience from initial inquiry through project completion.
- Conduct customer satisfaction calls and request online reviews.
- Maintain detailed customer records in AccuLynx and other CRM platforms.
- Lead and support our part-time Customer Service Representative by providing guidance, accountability, and ensuring a seamless customer experience.
- Partner with Sales and Operations to keep projects moving and ensure nothing falls through the cracks.
Qualifications:
- Our ideal Lead Customer Service Representative is someone who naturally takes ownership and follows through without being asked.
- 3+ years of experience in Customer Service, Customer Success, Client Success, Customer Experience, Customer Support, Lead Management, Appointment Setting, or Inside Sales.
- Previous remote work experience is required. This is not a position for someone working remotely for the first time.
- Strong CRM experience is required.
- Extensive AccuLynx experience is strongly preferred.
- If you haven't used AccuLynx, you must demonstrate a proven ability to quickly learn and master new software platforms.
- Exceptional written and verbal communication skills.
- Outstanding organization, time management, and attention to detail.
- High emotional intelligence and excellent problem-solving skills.
- Self-motivated with the ability to prioritize and execute independently.
- Comfortable working in a fast-paced, high-accountability environment.
The Ideal Candidate:- Takes ownership and doesn't wait for direction.
- Is relentless with follow-up and understands that speed and consistency drive results.
- Can build trust and rapport with customers over the phone.
- Thrives in a remote environment and consistently delivers without direct supervision.
- Leads by example and enjoys helping others succeed.
- Has the discipline to manage multiple priorities while delivering an exceptional customer experience.
- Thinks critically, communicates effectively, and solves problems before they become issues.
What sucess looks like as our Lead Customer Service Representative:- Located in the United States.
- Proven success working remotely in a high-performance environment.
- A dedicated home office with reliable high-speed internet.
- The ability to stay organized, productive, and responsive throughout the workday.
- A proactive communication style and a strong sense of accountability.
- The discipline to own your workload and consistently deliver results.
Why Join Us?This is an opportunity to make a real impact with a growing company that values ownership, accountability, and exceptional customer service. As our Lead Customer Service Representative, you'll have the opportunity to shape the customer experience, lead by example, support the growth of our Customer Success team, and play a key role in helping our customers feel informed, valued, and supported every step of the way. If you're an experienced customer service professional who thrives in a remote environment, believes in world-class customer success, and takes pride in delivering an exceptional customer experience, we'd love to hear from you.
This is a remote position.