Customer Service Representative (Job ID: PHIKYL4)

InsideOut is a leading residential and commercial fencing provider seeking a tech-savvy Customer Service Representative. The role involves managing inbound communication, scheduling appointments, and coordinating with the sales team to enhance customer experience and lead conversion.

Responsibilities:

• Respond promptly to incoming calls, texts, and emails from prospective customers
• Follow up with missed, inactive, and cold leads to maximize conversion opportunities
• Book estimate appointments and coordinate outside sales representatives' calendars in real time
• Ensure appointments are scheduled accurately and efficiently
• Contact previous customers and prospects who did not move forward with their initial inquiry to identify new opportunities
• Continuously monitor team inboxes and ensure customer inquiries receive timely responses
• Keep outside sales representatives updated on new leads, appointments, and customer requests
• Accurately collect customer information during live calls while maintaining a natural and engaging conversation
• Enter customer details into the appropriate systems without disrupting the customer experience
• Work efficiently across multiple platforms simultaneously, including: CRM systems, Scheduling and calendar tools, Customer intake forms, Mobile applications, Communication platforms
• Quickly learn and adopt new software, technologies, and operational workflows
• Take initiative when encountering technical or process-related challenges
• Provide feedback based on customer interactions
• Help refine scripts, messaging, and phrasing to improve customer engagement and conversion rates
• Identify opportunities to make customer communication more effective and efficient

Requirements:

• C1 English level is required
• Fluent English with excellent spoken and written communication skills
• Strong understanding of American conversational flow and cultural nuances
• Professional, warm, and confident phone presence
• Ability to communicate clearly with customers and sales representatives
• Comfortable learning and navigating new software quickly
• Ability to work across 4–5 systems simultaneously
• Strong computer literacy and attention to detail
• Quickly learns new tools, systems, and workflows without requiring step-by-step supervision
• Comfortable handling high call volumes while maintaining accuracy, professionalism, and composure
• Empathetic listener who builds rapport naturally and makes customers feel heard and supported
• Takes ownership of issues and looks for practical solutions rather than waiting for instructions
• Able to manage multiple conversations, appointments, systems, and priorities without losing important details
• Takes initiative, follows up consistently, and looks for opportunities to improve processes
• Experience with CRM, scheduling, communication, or customer management platforms