Role Details:
- Customer Service & Scheduling Specialist – Lawn Care.
- Location: Remote – Philippines.
- Employment Type: Full-Time.
- Schedule: Monday–Friday, 8:00 AM–4:00 PM U.S. Central Time (CT).
- Industry: Lawn Care & Landscaping Services.
About the Role:
- We are looking for a reliable, customer-focused, and detail-oriented Customer Service & Scheduling Specialist to support a U.S.-based lawn care and landscaping company.
- This is a phone-focused position working alongside an existing AI answering system.
- Your primary responsibility will be handling calls that require human assistance, returning flagged calls, answering customer inquiries, scheduling services, and booking estimate appointments for the sales team.
- You will also use Service Autopilot to access customer accounts, review job history, manage schedules, and document every customer interaction.
Key Responsibilities:
- Handle incoming calls transferred or escalated by the AI answering system.
- Return customer calls flagged for human follow-up.
- Respond to customer questions regarding lawn care services, appointments, and existing accounts.
- Schedule services and update customer appointments in Service Autopilot.
- Book estimate and bid appointments for the sales team.
- Look up customer accounts, service history, and job details in the CRM.
- Document every call with accurate notes and follow-up actions.
- Escalate complex customer concerns to the appropriate team member.
- Coordinate with the internal team to ensure appointments and customer requests are handled properly.
- Maintain accurate customer records and scheduling information.
Qualifications:
- Previous experience in customer service, call center, or phone-based support.
- Experience working with U.S.-based customers is strongly preferred.
- Excellent spoken English with clear, professional, and natural communication.
- Comfortable handling inbound and outbound calls throughout the workday.
- Strong customer service, problem-solving, and communication skills.
- Excellent attention to detail and accurate documentation habits.
- Experience with CRM, scheduling, or field service management software.
- Service Autopilot experience is a major advantage.
- Lawn care, landscaping, home services, or similar industry experience is preferred.
- Able to work independently and follow established processes.
Technical Requirements:
- Reliable high-speed internet connection, preferably with backup connectivity.
- Quiet, professional, and distraction-free workspace.
- Quality headset and microphone.
- Reliable computer capable of handling VoIP and CRM applications.
- Comfortable using phone and communication platforms.
Schedule Requirements:
- Full-Time: 40 hours per week.
- Must be consistently available throughout the required U.S. business hours.
Ideal Candidate:
- We are looking for someone who enjoys talking to customers, can confidently manage phone conversations, and takes ownership of customer requests from the initial call through completion.
- You should be comfortable working alongside AI technology while providing the human touch that customers need when their inquiries require additional attention.
