Customer Service Representative (CSR) - Construction Industry

Customer Service Representative (CSR) – Remote

Client: Construction Industry
Location: Fully Remote (Work from Home)
Salary: 1200 to 1500 USD
Schedule: Full-Time | Monday–Friday | U.S. Business Hours (EST / CST / PST coverage required)
Employment Type: Full-Time | Remote

Opportunity

Looking to build a long-term career in customer service while working remotely with growing U.S. companies?

At ScaleSource, we connect talented professionals worldwide with stable, full-time remote roles where they become real members of U.S.-based teams.

This role offers:

• Stable, full-time remote work
• Competitive compensation paid in USD
• Long-term career growth opportunities
• Exposure to professional U.S. customer service operations
• Supportive and professional remote work environment

If you enjoy helping customers, solving problems, and creating positive service experiences, this is an excellent opportunity to grow your remote career.

About the Client

Our client is a fast-growing multi-brand franchising organization supporting leading service-based businesses across the United States. Their brands operate nationwide and rely on exceptional customer experience and efficient service coordination.

Customer service plays a critical role in maintaining brand reputation and customer loyalty across their franchise network.

About the Role

Seeking a Customer Service Representative (CSR) to serve as the primary point of contact for customers.

You will assist customers throughout their service journey by answering questions, resolving concerns, and ensuring a smooth and positive experience from initial contact through resolution.

This role is ideal for someone who enjoys customer interaction, problem-solving, and working in a structured service environment.

What You’ll Do

Customer Support & Inquiry Handling

• Respond to customer inquiries via phone, email, and text
• Provide clear information regarding services, pricing, and next steps
• Assist customers with service requests professionally and efficiently

Issue Resolution & Complaint Management

• Handle complaints with empathy and professionalism
• De-escalate situations and provide effective solutions
• Escalate complex concerns when needed

Ticketing & Documentation

• Create and update support tickets in CRM systems
• Document interactions and follow-up actions accurately
• Maintain updated customer records

Service Follow-Up & Customer Satisfaction

• Follow up after service interactions
• Support retention by ensuring positive service experiences

Internal Coordination

• Communicate customer updates with internal teams
• Support smooth service delivery and assist with administrative tasks as required

What You Bring

• Minimum 3 years of experience in customer service roles (home services experience is a plus)
• Strong verbal and written English communication skills
• Ability to resolve customer concerns calmly and efficiently
• Experience using CRM and customer support platforms
• Familiarity with VoIP tools such as RingCentral or similar systems
• Strong organizational skills and attention to detail
• Ability to work independently in a remote environment

Ideal Candidate Profile

You are someone who:

• Enjoys helping customers and solving problems
• Communicates professionally and confidently
• Stays calm under pressure
• Maintains organization while managing multiple conversations
• Takes ownership of customer outcomes

Requirements

• Professional and quiet remote work setup (PC) with reliable high-speed internet.
• Strong Zoom presence and polished communication skills.
• Ability to balance client interactions with administrative responsibilities.
• Submission of an introductory video is required as part of the hiring process.