Are you an experienced CSR looking for a change?!

Own the customer experience. Turn inquiries into booked work. Close every loop. Become the person our customers trust and our team can depend on.

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

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 building a team that delivers exceptional service, gets better every month, and takes pride in doing what we say we will do.

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

This is not a passive inbox-monitoring role. It is not a job where you hide behind email and text. It is not a fit for someone who needs constant reminders or avoids measurable goals.

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
- Inbound inquiries are converted into booked work at a minimum 50% rate.
- Outbound follow-ups are converted at a minimum 70% rate.
- 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 needing to chase 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.

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.

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.

Proactive Problem Solving
- We do not expect you to know everything. We do expect you to think before escalating. When you bring us a problem, use our 131 framework:
1 problem: What is the actual issue?
3 recommendations: What are three ways to solve it?
1 recommendation: Which option do you recommend, and why?

If you are stuck, ask for help early. Silence, avoidance, and incomplete follow-through create expensive problems.

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.

This Role Is Not For You If
- You prefer email or text because phone calls feel uncomfortable.
- You wait to be chased for updates.
- You regularly miss goals without changing your approach.
- You bring problems without recommendations.
- You resist feedback or dislike accountability.
- You need someone else to manage your priorities every day.

Minimum Requirements
- 2 years, professional customer service experience, including regular phone communication with customers
- Strong spoken and written English
- Minimum typing speed of 40 WPM
- Comfortable making and receiving phone calls, including outbound follow-ups
- 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.

We are not looking for someone who simply wants a job answering messages.

We are looking for someone who wants to become exceptional at customer communication, sales, follow-through, and problem solving.

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