CUSTOMER CARE

CUSTOMER CARE REPRESENTATIVE

GREAT CULTURE + BENEFITS!!

About Master Services
Master Foundation and Crawlspace Repair, a regional leader in basement waterproofing, foundation repair, and concrete repair, is committed to redefining the construction industry by providing homeowners with a remarkable experience. We care deeply about our customers and strive to build lasting relationships with them. We also aim to redefine “work” for our employees—ensuring they feel valued, respected, and empowered to succeed.

Position Summary
The Customer Care Specialist serves as the primary point of contact for customers, potential customers, and other stakeholders. This role is responsible for setting and managing sales appointments, delivering exceptional customer service, and providing tactical support to other departments as needed. Reporting to the Customer Care Manager, this position plays a key role in maximizing efficiency, driving sales lead conversions, and ensuring a seamless customer experience.

Key Responsibilities

Sales Appointment Scheduling

• Schedule, reschedule, and confirm sales appointments through inbound and outbound communications.
• Maximize efficiency for the company and sales team through effective scheduling practices.
• Save appointments when customers call to cancel and meet or exceed sales lead conversion goals.

Customer Service & Relationship Management

• Represent the company professionally in all customer interactions.
• Follow up with customers regarding appointments, inquiries, or service updates.
• Maintain accurate customer records, files, and correspondence in accordance with company standards.

Administrative & Tactical Support

• Ensure all paperwork, data entry, and correspondence are accurate, timely, and compliant with company procedures.
• Provide administrative support to other departments as needed.

Living Our Purpose, Mission, and Values

• Demonstrate the company’s purpose, mission, and values in all interactions.
• Provide remarkable customer experiences and contribute to a positive team culture

Required Skills & Qualifications

• High school diploma or GED preferred.
• 1+ years of customer service or call center experience preferred; equivalent combination of education and experience considered.
• Knowledge of customer service principles and practices.
• Strong verbal and written communication skills.
• Proficiency in using personal computers and software programs.
• Ability to perform accurate data entry and manage multiple tasks simultaneously.
• Demonstrated traits such as customer focus, teamwork, resiliency, integrity, and empathy.
• Ability to remain in a stationary position for extended periods and occasionally exert up to 10 lbs. of force.
• Bilingual skills a plus, but not required.

Schedule & Work Environment

• On-site, Monday–Friday