Customer Service Representative

Customer Service Representative (CSR)

Multifamily & RICR Booking | Inbound-Focused

Surface Renew

Job Type: Full-Time

Schedule: Monday–Friday (shared after-hours/weekend coverage rotation)

Position Overview

Surface Renew is hiring two Customer Service Representatives (CSRs) to serve as the first point of contact for inbound work across our Multifamily and RICR (Residential, Investor, Contractor, Realtor) clients.

This is a booking-focused, service-driven role. CSRs respond to inbound inquiries, gather project details, prepare estimates, and convert opportunities into scheduled jobs. While multifamily work currently represents most of our volume, RICR work is expected to become a larger portion of this role over the next 12–18 months.

This role is ideal for someone who is responsive, organized, customer-focused, and comfortable guiding customers from inquiry to booked work through clarity and follow-through, not pressure.

Key Responsibilities

Inbound Lead Response & Booking

• Respond to inbound inquiries via phone, text, email, web forms, Thumbtack, and similar platforms
• Provide prompt acknowledgment and clear next steps on every inquiry
• Gather required details (photos, scope, access information) to prepare accurate estimates
• Prepare, send, and follow up on estimates
• Convert opportunities into booked and scheduled jobs

Multifamily Booking Support

• Receive and process multifamily work orders accurately
• Coordinate scheduling details with internal teams
• Maintain professional, service-first communication with property managers and site contacts

RICR Customer Support

• Educate customers on services, process, and pricing
• Answer questions clearly and confidently
• Support relationship-based selling through responsiveness and follow-up

CRM Ownership & Team Collaboration

• Maintain accurate notes, statuses, and next steps in HubSpot
• Take ownership of assigned conversations through booking or handoff
• Collaborate with the CSR team to ensure consistent coverage and avoid duplicate outreach

What Success Looks Like

• Leads are responded to quickly and professionally
• Jobs are booked accurately with minimal back-and-forth
• Customers feel informed and confident working with Surface Renew
• HubSpot reflects true lead status and clean documentation
• Multifamily partners and RICR customers experience consistent, reliable communication

Qualifications

Required

• Strong customer service or inside sales experience
• Excellent written and verbal communication
• Highly responsive, organized, and detail-oriented
• Comfortable managing multiple conversations at once

Preferred

• Experience in home services, construction, real estate, or property management
• CRM experience (HubSpot preferred)
• Familiarity with inbound lead platforms

Compensation & Growth

This is a full-time, hourly position with additional performance-based incentives. On-target earnings typically range from $65,000–$85,000 annually, depending on performance. Top performers who take ownership of follow-through and responsiveness consistently earn toward the top of the range.

• Hourly Pay: $20–$25 per hour (DOE)
• Weekly booking incentives for multifamily and RICR (Residential, Investor, Contractor, Realtor) jobs
• Monthly performance bonuses tied to responsiveness, accuracy, and booking success
• Additional incentives for shared after-hours or weekend coverage (as scheduled)
• Team-based incentives that reward shared success and coverage
• Clear growth opportunities as the company continues to scale

Core Values & Culture

Core Values–Driven Culture: Work with a team that values Honor, Partnership, Character, Grace, and Grit, and yes, a little fun with our "Mullet" core value... it's our version of "work hard, play hard"...business in the front, party in the back

Find us on Facebook, Instagram, or LinkedIn to learn more about our company, culture, and the quality work we do.

IG: @surfacerenew

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Ready to Make an Impact?

If you share our values and are eager to be part of a team that invests in your growth, we'd love to hear from you