Operations Support Specialist

Are you ready to be a part of improving properties and improving lives? Are you passionate about providing customers and employees with top-notch service so they know they are part of something great? Do you have the skills to make every interaction at our company a 5-star experience? Keep reading!

Brick Restoration enthusiastically serves customers from start to finish with innovative masonry solutions that restore and enhance the beauty of their homes and properties. We are passionate about restoring masonry to its original beauty, and obsess daily with providing the best possible service experience to our Houston neighbors.

Our customers are homeowners, property managers, and contractors throughout the greater Houston and Dallas areas.

We are seeking a professional, well-spoken, experienced team member to provide excellent Customer Service & efficient Job Scheduling within our Operations Team.

**ONLY CANDIDATES THAT COMPLETE THEIR INDEED PHONE SCREENING WILL BE CONSIDERED**

**THIS POSITION IS IN-OFFICE, NOT REMOTE WORK**

Customer Service Responsibilities:

• Be the happy front-line voice for incoming calls from customers and provide excellent and efficient service throughout the call.
• Route incoming calls to appropriate team members as needed.
• Schedule incoming customer appointment requests for estimates for our 4-6 person Sales Team in their respective territories of Houston & Dallas.
• Enter all customer data accurately in our CRM, schedule the appointments efficiently & update our scheduling map
• Receive & process incoming payments from customers as needed

Production Job Scheduling Responsibilities:

• Convert awarded estimates to new jobs in our CRM and prepare crew work orders.
• Manage the crew Job Schedule on a daily basis for the Houston team of approx. 8-10 crews from “READY TO SCHEDULE” through “FULL COMPLETE”
• Keep all data entries up-to-date on our job board.
• Schedule all customers by phone & update on job status as needed to ensure smooth and efficient communication about the job schedule.
• Provide excellent and frequent customer communication on any changes or adjustments.
• Contact crews in the afternoon to determine schedule progress and updates.
• Manage and organizing all emails from our scheduling email & CRM text notifications
• Participate in weekly production meetings to provide updates and insight to the team regarding job schedule.
• Develop & edit written procedures for the Job Scheduling Process & Process Work-flows as changes arise.

CSR Qualifications:

• Clear and proper verbal & written communication skills - including professionalism, proper grammar, etiquette, confidence, etc.
• Exemplary attention to detail - You must be able to collect accurate customer information, schedule appointments, and enter data effectively.
• Enjoys providing excellent customer service on every call!
• Skilled in guiding challenging conversations with tact and a positive, solution-focused effect.
• Proficient computer use - Including Google Sheets w/ scripts, Excel w/ Macros CRMs and scheduling software.
• Consistently reliable, positive and enthusiastic with teammates and customers!
• Brick Restoration is located in the Spring Branch area. Check us out at our web site at for more information.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health savings account
• Life insurance
• Paid time off
• Retirement plan

Schedule:

• Monday to Friday

Application Question(s):

• As a customer, what do you expect 5-star service to look like?

Education:

• Associate (Required)

Experience:

• Customer service: 3 years (Required)

Language:

• Spanish (Preferred)

Work Location: In person

Salary : $20 - $22