Customer Service Representative / Office Administrator
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Job Description
Customer Service Representative handling significant inbound leads for a fencing installation company. Focused on customer communication, CRM management, and administrative support in a remote setup.
Responsibilities:
- Respond to inbound calls, texts, emails, and online inquiries in a timely and professional manner
- Follow up consistently with new and existing leads to maintain engagement and increase conversion rates
- Maintain ongoing communication with prospects to ensure the company stays top-of-mind
- Send proactive outreach such as promotions, seasonal messaging (e.g., storm readiness), and service reminders
- Request and manage customer reviews (including Google reviews) to support reputation building
- Collect and input customer information (name, contact details, address, source of lead) into the system
- Use the company’s online quoting tool to map properties via bird’s-eye view and generate accurate estimates
- Assist customers in navigating the quoting process when needed
- Support basic interpretation of property layouts (boundaries, fencing lines, structures, etc.)
- Ensure quotes and lead data are accurately recorded and tracked
- Maintain and update CRM records to ensure data accuracy and completeness
- Track lead status and follow-up stages to prevent missed opportunities
- Ensure all inquiries are properly categorized, documented, and progressed through the pipeline
- Support internal organization of leads coming from multiple channels (website, social media, referrals, showroom traffic)
- Provide general administrative support to assist day-to-day office operations
- Help organize customer communication workflows and follow-up systems
- Support light coordination tasks related to scheduling and internal tracking
- Assist with basic marketing support such as email campaigns and customer outreach (e.g., Mailchimp or similar tools)
Requirements:
- Strong English communication skills (written and verbal)
- Open to working Saturdays
- Prior experience in customer service, office administration, or lead coordination roles
- Comfortable handling inbound leads and structured follow-up processes
- Basic understanding of sales follow-up (no hard selling required)
- Experience using CRM systems or lead tracking tools
- Highly organized, detail-oriented, and able to work independently in a remote environment
- Ability to learn and operate simple quoting or mapping tools (training provided)
- Familiarity with email marketing tools (e.g., Mailchimp) is a plus but not required**
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