Job title: Customer Service Representative in Annapolis, MD at Ace Handyman Services
Company: Ace Handyman Services
Job description:
Benefits:
- 401(k)
- Opportunity for advancement
- Paid time off
Now Hiring: Customer Service Representative (Part-Time)
Ace Handyman Services – Remote Eligible (with Requirements)
Ace Handyman Services, a division of Ace Hardware, is a national leader in home improvement and repair. We operate as a locally owned and managed franchise serving four territories across Maryland and Delaware. As we continue to grow, we’re looking for a highly organized, motivated Customer Service Representative to support our team and ensure outstanding customer experiences.
Key Requirements:
- Must have at least 2 years of recent experience using ServiceTitan. Applications without this experience will not be considered.
- We are looking for closers—professionals who can confidently book jobs in a single call by building trust and guiding customers efficiently through our process.
- Reliability and consistent availability during scheduled work hours are absolutely essential. This role requires full focus and presence during your shift and is not compatible with concurrent responsibilities that may cause interruptions—such as caregiving duties, school-at-home oversight, or other jobs.
- Applicants must reside in the United States and be legally authorized to work in the U.S. We do not hire international or contract-based workers for this role.
What You’ll Be Doing:
- Answering inbound calls and placing outbound follow-ups
- Monitoring and responding to multiple lead channels, including phone, text, email, and 3rd party vendor platforms (such as Angi or Thumbtack)
- Educating customers on our services, pricing, and process
- Booking jobs efficiently and assigning the right craftsmen
- Managing scheduling via ServiceTitan
- Supporting field teams with logistics and material coordination
- Using internal tools and estimating resources to assess how much time to book for a project based on the customer's needs and project scope
While not required, experience estimating home repair or handyman jobs is a strong plus. We sell time blocks, so the ability to gauge how long common tasks take will help with accurate scheduling. We provide tools and spreadsheets to assist, but a general familiarity with job scope is very helpful.
What We’re Looking For:
- 2+ years of recent ServiceTitan experience – required
- Proven background in customer service
- Experience with sales or service-based booking
- Ability to convert leads to scheduled jobs on a single call
- Exceptionally reliable and consistently available during work hours
- Highly organized, able to multitask, and handle stress effectively
- Comfortable with dispatch software and cloud tools
- Valid driver's license and reliable transportation (if needed)
- Familiarity with Maryland and Delaware communities and geography is a plus, as it helps with scheduling, quoting, and crafting a more personalized experience for our customers
Remote Work Eligibility:
This position can be remote, provided the applicant has:
- A quiet, dedicated home workspace that is free from interruptions during work hours
- Reliable high-speed internet and consistent power supply
- Their own computer and necessary equipment
- The ability to consistently and reliably work our business hours:
Monday–Friday, 8:00 AM to 12:30 PM Eastern Time
⚠️ This is a customer-facing, time-sensitive role. Team members must be fully present and available during their scheduled hours. The position is not suitable for those with competing daytime obligations such as caregiving, schooling at home, or other jobs that could interfere with reliability and responsiveness.
Pay:
- Starting wage: $15–$20 per hour, depending on experience
If you’re ready to bring your ServiceTitan skills and sales confidence to a role where your reliability and professionalism make a difference every day, apply now!
This is a remote position.
Expected salary: $15 - 20 per hour
Location: Annapolis, MD
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