Customer Service & Sales Support - 18051

Role: Customer Service Representative
Priority Location: South Africa
Working Hours: 30 hrs/week aligned with US CST business hours
Type of contract: Seasonal (Independent Contractor)
Type of job: Remote

The final offer is at the client’s discretion and will depend on the candidate’s interview result, skills, and experience. 

About the Company: The company’s top lake weed removal and waterfront cleanup company, with 20+ years of experience and a 98% satisfaction rate across 1,900+ projects. The team specializes in chemical-free SCUBA by-the-root weed removal and related services that quickly transform lakeshore areas into clean, enjoyable waterfront spaces. They also provide floating weed cleanup, muck reduction, zebra mussel extraction, dangerous object removal, and certified watercraft inspections — all backed by a “Love Your Lakefront” guarantee that ensures quality results or a refund.

About the Role: The role blends Customer Care and Sales Support, offering a real opportunity to influence both satisfaction and revenue outcomes. You will be directly supporting the growth of a well-regarded lake service business with strong customer testimonials and a track record of referrals. A primary focus is on handling inbound customer communication while actively supporting sales efforts to convert inquiries into booked services, specifically for the company's lake weed removal and waterfront cleanup services.

This seasonal role, initially requiring approximately 30 hours per week, is crucial for supporting the sales process and achieving the company's mission of excellent customer experience and business growth during the peak season. Responsibilities include ensuring responsiveness, qualifying leads, clearly explaining services, and assisting customers with scheduling assessments or quotes. The position has the potential to become a long-term role for a successful candidate.

Key Responsibilities:

Customer Service

• Manage shared inbox, phone lines, and SMS communications.
• Provide timely responses — targeting same-day or same-evening follow-up on all inquiries.
• Schedule callbacks and follow up with inquiries that come through multiple channels.

Sales Support & Service Conversion

• Speak confidently about the company’s core services — including lake weed removal, floating weed cleanup, muck reduction, dangerous object cleanup, zebra mussel extraction, and watercraft inspection offerings.
• Qualify inbound leads by understanding customer needs (e.g., swimming access, dock use, aesthetics, safety hazards).
• Clearly communicate the benefits of professional SCUBA by-the-root removal vs DIY or chemical methods, including immediate results and long-lasting clean outcomes.
• Assist with scheduling free weed analysis calls and exploring pricing/availability.
• Help maintain sales funnels, track follow-ups, and work with internal teams to move prospects to booked projects.

Cross-Functional Support

• Work with marketing and operations teams to ensure communications are accurate and consistent.
• Clarify service offerings and guarantee policies during customer conversations.
• Help document common questions and share insights to inform future process improvements.

Qualifications & Skills:

• 3+ years of customer service experience (phone/SMS/email heavy environments preferred)
• Comfortable handling sales-oriented conversations and explaining service benefits.
• Strong, clear spoken English with a light, neutral accent
• Professional, organized, and detail-oriented
• Ability to balance service responsiveness with qualification and sales support
• Experience in home services or high-volume support environments is a plus

Success Metrics:

• Fast, professional responses that drive higher satisfaction and reduce customer wait times.
• Improved lead conversion from telephone/email/SMS inquiries into scheduled service assessments.
• Accurate communication of what makes the company's services unique, backed by company guarantees.
• Enhanced customer experience — from first contact through scheduling and service delivery.