Customer Support Representative

Your core responsibility is to provide accurate information, recommend appropriate solutions, and book service appointments — all while maintaining a consistently friendly and customer-focused approach. A background in locksmith services, sales, and experience in reactive service environments is strongly preferred.

Key Responsibilities:

• Answer inbound calls related to locksmith services, delivering accurate and timely information to each customer
• Convert service inquiries into confirmed bookings by recommending the right solutions and scheduling appointments
• Use CRM tools to log all interactions, input customer information, and track lead statuses accurately
• Follow established call-handling protocols and apply service-specific locksmith terminology throughout each call
• Manage job orders including pricing confirmation, appointment scheduling, and coordinating technician dispatch
• Communicate professionally and empathetically in every interaction to ensure a positive customer experience
• Collaborate with the dispatch team and internal departments to resolve issues and ensure timely service delivery
• Handle all customer inquiries within required timeframes and in accordance with service level agreements

Mandatory Skills:

• Minimum 2 years of experience in dispatch or locksmith services
• Demonstrated experience working in a reactive environment — responding to urgent, time-sensitive service requests
• Clear, articulate spoken English with a neutral accent
• Proven sales experience, particularly in converting inbound inquiries into confirmed bookings
• Strong communication and negotiation skills, including the ability to identify upselling opportunities where appropriate
• Familiarity with CRM platforms and call management software
• Able to stay composed and efficient in a high-volume call environment
• Fast and reliable internet connection with a quiet, distraction-free workspace
• Strong attention to detail with the ability to follow structured call processes consistently

Preferred Skills:

• Prior experience in a call center, dispatch, or customer support role
• Familiarity with lead tracking or ticketing systems
• Ability to absorb and apply new technical or service-related terminology quickly
• Experience working remotely with minimal supervision
• Familiarity with tools such as Syncro or custom CRM platforms (a plus, not a requirement)

With warm inbound leads only and no cold calling, you can focus your energy entirely on converting service inquiries into booked jobs and delivering an exceptional customer experience.