Customer Service Representative

Job Summary

We are seeking a reliable and articulate Customer Service Representative VA to join our remote team. In this role, you will handle inbound calls from customers, converting inquiries into job orders while ensuring customer needs are addressed efficiently and professionally. Your primary responsibility will be to provide accurate information, offer solutions, and book appointments, all while maintaining a friendly, customer-focused demeanor. A background in locksmith services, sales, and experience in a reactive environment is preferred.

Key Responsibilities

• Answer inbound calls related to locksmith services, providing accurate, timely information to customers
• Convert inquiries into sales by offering appropriate solutions and booking appointments for services
• Use CRM tools to log interactions, input customer information, and track lead status
• Follow call-handling protocols and utilize service-specific terminology related to locksmithing
• Manage job orders, including pricing, scheduling, and technician dispatch coordination
• Communicate professionally and empathetically, ensuring a positive customer experience
• Collaborate with the dispatch team and other internal teams to resolve issues and provide timely service
• Ensure that all customer queries are handled within the required timeframes, adhering to service level agreements (SLAs)

Mandatory Skills

• 2 years of experience in dispatch or locksmith services
• Must have experience working in a reactive environment (e.g., responding to urgent, time-sensitive service requests)
• Excellent spoken English with a neutral accent
• Proven sales experience, especially in converting inquiries into job bookings
• Strong communication and negotiation skills with the ability to upsell services when appropriate
• Familiarity with CRM tools and call management software
• Ability to stay calm and efficient in a high-volume call environment
• Fast, reliable internet connection and a distraction-free workspace
• Strong attention to detail and the ability to follow structured processes

Preferred Skills

• Prior experience in a call center, dispatch, or customer support role
• Familiarity with lead tracking or ticketing systems
• Ability to grasp new technical or service-related terms quickly
• Experience working remotely with minimal supervision
• Knowledge of tools like Syncrorma PBX or custom CRMs (a plus, not required)

Why Join Us

This is a fully remote position offering flexibility, structured support, and the opportunity to work in a performance-driven environment. You’ll join a team that values clear communication, continuous improvement, and professional growth. With warm leads only and no cold calling, you will focus on converting calls into job orders and providing exceptional service in a well-organized and supportive environment.

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