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Call Center Customer Service Representative (CSR)

We kindly request do not call the office, as we are unable to accommodate all inquiries. If your application is shortlisted, we will reach out to you with details regarding the hiring process. You will have the opportunity to ask any questions during the interview sessions.

Do You Have the Kind of Voice That Makes People Feel Like They Called the Right Place?

Are you the person who picks up the phone with energy and makes the caller glad they reached out? Do you follow through on what you say you'll do? Can you follow a script, stay organized, and keep a smile in your voice even on a busy day?

At Nelson Exteriors, our call center is where it all starts. Every homeowner who calls in, every lead that comes through our website, every follow-up that gets made -- that's you. You're not just answering phones. You're the first impression of a company that's been earning trust for nearly five decades. When you do your job well, our sales consultants walk into appointments with excited homeowners instead of cold introductions. You directly impact how fast this company grows -- and we reward the people who make it happen.

If you want a role where your work actually matters -- not just to a metrics dashboard, but to real people making big decisions about their homes -- this is it.

For over 48 years, Nelson Exteriors has been a trusted family-owned exterior remodeling business in the Atlanta, Georgia area. We've helped over 10,000 homeowners fall in love with their homes again, specializing in siding, roofing, windows, doors, decks, painting, gutters, and outdoor living spaces. Our reputation speaks for itself: we maintain an average 4.8-star rating across Google, Facebook, and Nextdoor because we stand by our promise: \"Love the way your home looks.\"

At Nelson Exteriors, WE CARE:

Communication: We listen with intent.
Authenticity: We do what's right, not just what's easy.
Reliability: We build lasting relationships.
Execution: We deliver high-quality results.

If you share these values and want to be part of a fast-growing and award-winning team, this is your opportunity.

Learn more about us at: https://www.nelson-exteriors.com/

As a Call Center CSR, you'll be the first voice homeowners hear when they reach out about an exterior remodeling project. You'll answer inbound calls, follow up fast on new leads from our website and ads, and set confirmed appointments for our in-home sales consultants. You'll work from a proven call script and be coached every week by your Call Center Manager to keep getting sharper. This is a structured, fast-paced role where energy, organization, and consistency are everything -- and where the appointments you set put real bonus money in your pocket.

We're growing our call center team. You'd start alongside our Call Center Manager, with more CSRs joining as we expand -- so the people who help build this team are first in line as it grows. No construction experience is needed. If you've got a great phone presence and the right attitude, we'll teach you the rest.

What You'll Do Every Day

Answer inbound calls from homeowners interested in exterior remodeling (siding, roofing, windows, decks, painting, gutters) and make them glad they called
Be first to the phone on new leads -- call website inquiries and form fills fast, because most homeowners hire whoever gets back to them first
Set and confirm appointments for our in-home sales consultants, and keep working every lead through the full follow-up process so none go cold
Confirm every appointment so it actually happens -- the right decision-makers, the right address, ready for the consultant
Follow the company call script with consistency -- the script works when you work the script
Log every call, lead, and appointment the same day in our CRM
Give a warm, professional, and helpful first impression on every single interaction

What We're Looking For

A clear, friendly, and professional phone voice -- this is the heart of the job
Warm enough to win a homeowner over, and competitive enough to actually ask for the appointment
Willingness to follow a call script and take weekly coaching from your Call Center Manager
Strong organizational skills -- you can juggle multiple calls, leads, and follow-ups without dropping the ball
Comfortable using computers, typing while talking, and learning new software (we'll train you on systems)
Reliable -- you show up on time, every time
A positive attitude and a drive to hit your numbers
High school diploma or GED
Some customer service or phone-based experience preferred -- but we'll train the right person

What You Don't Need

Construction or home improvement experience (we'll teach you what you need to know about our services)
A college degree
Prior CRM experience (we train on all our systems)

Compensation and Benefits

Full-Time Position -- In-Office, Marietta, GA
$18.00 - $20.00 per hour (based on experience), paid weekly
Per-appointment bonuses -- earn extra on every appointment you set that sits, plus a bonus for filling near-term openings on the calendar. The harder you work the phones, the bigger your paycheck.
Monday through Friday, standard business hours -- weekends off, no overnight or rotating shifts
Health, dental, and vision insurance -- eligible the first of the month after 60 days
Paid time off and paid vacations (available after one year)
Retirement plan with company match (available after one year)
Paid training -- we'll teach you our scripts, systems, and services so you feel confident from day one
Real growth opportunity -- our call center is expanding, and top-performing CSRs have a clear path to senior and leadership roles as we grow

Why This Job Is Different From Other Call Center Roles

You're not reading a script for a faceless corporation. You're the front door of a family-owned company that has served 10,000+ homeowners.
You're not handling complaints all day. Most of your calls are homeowners who are excited about improving their homes.
Your effort shows up in your paycheck -- every appointment you set that sits earns you a bonus.
You're not stuck with no future. We're growing, and the people who help us grow, grow with us.
Weekends off. No overnight shifts. No rotating schedules.

Apply Today

If you've got a great phone voice, a strong work ethic, and you're looking for a role where you're trained, supported, rewarded for your results, and actually appreciated -- apply now. We're growing our call center team and we'd love to meet you.

Nelson Exteriors is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information, military status, or any other protected characteristic under federal, state, or local law.

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Call Center Customer Service Representative (CSR) — Nelson Exteriors

\n\n

Position summary

This document defines the role, objectives, scope, accountability and performance measures for the Call Center Customer Service Representative (CSR) position at Nelson Exteriors. The CSR is responsible for handling day-to-day inbound and outbound customer contacts across phone, email and chat channels; executing routine transactions; documenting interactions; and escalating complex matters to appropriate teams. The role emphasizes accurate information delivery, timely resolution of customer issues, and preservation of customer trust in alignment with company policies and service standards.

The CSR provides reactive, transactional support rather than strategic account management or team leadership, and serves as the primary point of contact for customers seeking product, billing, order, or service-related assistance.

\n\n

Scope, core responsibilities and accountabilities

Respond to inbound and make outbound customer contacts via phone, email and chat according to established schedules and service levels.
Verify and update customer information and account status in company systems; maintain accurate records of each contact.
Explain product features, pricing, warranties, policies and procedures; process routine transactions including appointments, payments, returns, and refunds within authorized limits.
Diagnose and resolve common service issues; apply approved troubleshooting steps and guidance; escalate unresolved or complex technical, legal, or safety issues to supervisors or specialized teams.
Follow all company policies, scripts and compliance requirements (privacy, billing, safety-related disclosures) when communicating with customers.
Collaborate with operations, scheduling, billing and field teams to coordinate order fulfillment, repairs, or service follow-up.
Contribute to continuous improvement by documenting recurring issues, customer feedback and suggested process or knowledge base updates.

\n\n

Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs)

Objective 1 — Deliver timely and accurate resolution of customer inquiries.\n
- KR 1.1: Achieve an average first-contact resolution (FCR) rate of X% (target to be set by management).
- KR 1.2: Maintain average handle time (AHT) within target range while meeting quality standards.
\n
Objective 2 — Maintain high service quality and compliance.\n
- KR 2.1: Maintain customer satisfaction (CSAT) score at or above target benchmark.
- KR 2.2: Achieve 100% completion of mandatory compliance and product training modules within assigned timelines.
\n
Objective 3 — Support operational efficiency and accurate recordkeeping.\n
- KR 3.1: Ensure 98% or higher accuracy in CRM documentation and disposition coding.
- KR 3.2: Reduce repeat contacts for the same issue by a target percentage through effective resolution and follow-up coordination.
\n
Common KPIs to measure performance:\n
- Average speed to answer (ASA) / response time
- Average handle time (AHT)
- First-contact resolution (FCR) rate
- Customer satisfaction (CSAT) and quality assurance (QA) scores
- Compliance and training completion rates
- Accuracy of records and disposition coding
\n

\n\n

Problems solved for external and internal customers

External customers: Provide timely answers to product, order, billing and service questions; resolve complaints and minimize service disruption; arrange and confirm service appointments; process refunds or returns when authorized; restore customer confidence through empathetic, accurate support.
Internal customers (operations, field, billing, management): Supply clear, actionable information to scheduling and field teams; escalate and document operational impediments; reduce workload friction by resolving routine issues at first contact; surface trends and recurring problems to inform process and product improvements.

\n\n

Key skills, abilities and knowledge required

Communication: Clear verbal and written communication; active listening; professional tone and de-escalation skills.
Customer service acumen: Empathy, patience, problem-solving orientation, and a customer-focused mindset.
Technical/operational knowledge: Familiarity with Nelson Exteriors products, service offerings, ordering and scheduling workflows, billing procedures and basic troubleshooting steps.
Systems and documentation: Proficiency with CRM systems, telephony tools, chat/email platforms and accurate data entry practices.
Compliance and policy adherence: Understanding of privacy, billing, warranty and safety policies and ability to apply them consistently.
Time and process management: Ability to manage multiple contacts, prioritize work, and meet service level targets while maintaining quality.
Team interaction: Ability to escalate appropriately and collaborate with cross-functional teams; receptiveness to feedback and coaching.

\n\n

Development expectations and performance measurement

Success in the role requires continuous development in product knowledge, systems proficiency and conflict resolution. Regular performance reviews will measure the CSR against the stated OKRs and KPIs, quality assurance evaluations, training completion, and adherence to company policies. Improvement plans and targeted training will be used where KPI performance falls below expectations. Advancement or role changes require demonstrated consistency in meeting performance targets and the acquisition of advanced skills (e.g., complex issue resolution, mentorship, or subject-matter expertise).

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Call Center Customer Service Representative (CSR)

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Experience & Education

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