Experienced Phone-Based CSR Wanted

Be the person customers are glad answered the phone.

Full-time remote position | Monday to Friday | 7:30 a.m. to 4:00 p.m. Pacific Time

Umbrella Property Services is a Vancouver-based building services company providing window cleaning, pressure washing, gutter cleaning, roof treatments, moss control, and Christmas lighting.

We are looking for an experienced Customer Service Representative with at least two years of phone-based customer support and sales experience, ideally in a small or medium-sized service business such as property services, real estate, logistics, moving, or a similar industry.

You should genuinely enjoy speaking with customers, understanding their problems, and helping them reach the right solution. You know how to build trust quickly, show empathy, communicate with confidence, and make customers feel they are in capable hands.

This role is best suited to someone who has worked in a real operating environment where every call matters, priorities move quickly, and you are expected to use judgment rather than simply follow a script or escalate every decision to a supervisor.

You will be trusted to represent Umbrella, turn inquiries into booked work, and deliver the kind of customer experience people remember for the right reasons.

This is a full-time remote position for someone who wants to grow with a high-performing team and take real ownership of the customer experience.

I’m Ryan, the Founder. Our CSR is one of the most important people in the company because you are often the first person our customers interact with.

Your responsibilities are clear. The standard is high:
- Answer quickly.
- Communicate clearly.
- Convert inquiries into bookings.
- Follow up without being chased.
- Solve problems before they become complaints.
- Close every loop.

You will have clear targets, strong support, and the opportunity to become exceptional at communication, sales, follow-through, and problem solving.

Your work directly affects our revenue, reputation, and customer experience.

Your Core Outcome
- Make it easy for customers to buy from us and trust us to do what we promised.
- When a customer contacts us, they should feel heard, helped, and confident about the next step. When an issue appears, you should own it until it is resolved.

What Success Looks Like
- Answer inbound calls within two rings during scheduled coverage hours.
- Customer inquiries receive a response within 60 minutes.
- Escalations are resolved or clearly updated within 24 hours.
- Every open request has an owner, next action, and follow-up date.
- CRM information is entered accurately within 24 hours.
- Monthly goals are consistently achieved.
- Customers receive proactive updates instead of chasing us.

What You’ll Own | Sales and Quote Management
- Answer inbound calls through RingCentral.
- Make outbound follow-up calls.
- Qualify customers, provide estimates, and collect deposits.
- Use company scripts and processes to guide customers toward booking.
- Follow up until the customer books, declines, or is clearly closed out.

What You’ll Own | Customer Communication
- Manage phone, email, and text communication.
- Resolve customer questions and concerns.
- Coordinate with suppliers, subcontractors, and internal team members.
- Keep customers informed when timelines or details change.
- Protect the company’s reputation through clear, positive communication.

What You’ll Own | Follow-Through and Administration
- Enter and update customer information in Jobber.
- Maintain accurate notes, tasks, and follow-up records.
- Monitor the company and billing inboxes daily.
- Update training, certification, health, and safety documentation.
- Make sure commitments do not disappear after the conversation ends.

You’ll Succeed Here If You Are
- Energized by talking to people on the phone.
- Proactive, organized, and reliable.
- Comfortable being measured against clear targets.
- Strong at follow-up and closing loops.
- Willing to receive coaching and improve.
- Able to bring solutions, not just problems.
- Calm when priorities change.
- Detail-oriented with CRM and administrative work.
- Professional, positive, and direct.

Minimum Requirements | You must meet every requirement below:
- At least two years of professional customer service experience, including regular phone communication with customers
- Experience in a small or medium-sized service-based business is preferred
- Strong spoken and written English
- Minimum typing speed of 40 WPM
- Comfortable making and receiving phone calls
- Able to work Monday to Friday, 7:30 a.m. to 4:00 p.m. PDT
- Quiet, distraction-free workspace
- Reliable computer with two monitors, or a laptop plus external monitor
- Professional headset, mouse, and keyboard
- Internet speed of 100 Mbps download or faster
- Reliable power and internet
- Comfortable using CRM, Google Workspace, RingCentral, and other digital systems
- Able to follow detailed written instructions accurately

If you do not meet these requirements, please do not apply. Applications from candidates who do not meet the requirements will not be considered.

How to Apply
- Complete the application: ---------- /recruit-csr
- If shortlisted, you’ll send a short video message to our team and then complete a series of written communication exercises.
- Final candidates will be invited to a paid trial day to test their skills in a simulated work environment using realistic customer scenarios.
- Successful trial day candidates will then provide two verifiable professional references.

If you want a role where your communication, judgment, and follow-through directly affect the growth of a real company, apply today.

The name of the man who's a "One Man Band" is Jerry