Customer Service Representative

 

ABOUT M&M HOME EXTERIORS
At M&M Home Exteriors, our mission is to educate clients and deliver results above and beyond expectations.
Founded in 2003 and built on over two decades of industry experience, M&M has grown into one of Atlanta’s top-rated home improvement companies --backed by a 4.9-star rating, 200+ customer reviews, and an A+BBB® rating. We are a family-owned, debt-free company where integrity, reliability, and professionalism aren’t just words on a wall — they’re lived out every day by every team member. Our culture is close-knit, supportive, and people-first. We work hard, we celebrate together, and we take care of our own.

WHY YOU’LL LOVE WORKING HERE
At M&M Home Exteriors, you’ll be more than a voice on the phone — you’ll be a key part of a team that genuinely cares about doing things the right way. We work hard, but we also know how to have fun. Family is always welcome at our team outings, and when the day is done — it’s done. We encourage our team to leave work at the office and recharge for the next day. If this sounds like a place where you’d thrive, we’d love to hear from you. M&M Home Exteriors is an equal opportunity employer.

 

POSITION OVERVIEW
We’re looking for a driven, enthusiastic, and people-focused Customer Service Representative to be the first voice our homeowners hear — and the steady presence that keeps leads moving and appointments set. This is not a passive role. We need someone with phenomenal phone skills who is equally at ease handling inbound calls, making outbound follow-up calls to busy homeowners, and managing the details that keep our pipeline flowing. You’ll work in a fast-paced environment where your energy, professionalism, and follow-through make a real difference every single day.

 

Appointment Setting & Lead Management

• Handle inbound calls from homeowners inquiring about exterior home improvement services
• Make outbound calls to track down and engage busy homeowners to set qualified appointments
• Ensure no lead is left hanging — follow up consistently and with a sense of urgency
• Schedule appointments accurately and communicate details clearly to the sales team
• Utilize CRM systems to log calls, update records, and manage lead status in real time

Customer Interaction & Communication
• Represent M&M’s values in every interaction — warm, professional, and genuinely helpful
• Practice active listening to understand homeowner needs and position the right next step
• Handle a high volume of calls while maintaining calm, clarity, and positive energy
• Communicate effectively via phone and written channels with homeowners and internal team members

Process & Performance
• Follow established scripts, workflows, and CRM procedures with consistency and accuracy
• Stay organized and detail-oriented in managing multiple leads and follow-up timelines simultaneously
• Contribute to team performance goals by maximizing appointment set rates
• Participate in team meetings and ongoing training to sharpen your skills and stay aligned

 

Must-Haves
• Minimum 2+ years of CSR or appointment-setting experience for a home services company, preferred
• Phenomenal phone skills — confident, articulate, persuasive, and never pushy
• Highly proficient on computers and experienced working within CRM systems
• Strong active listening skills with the ability to quickly position solutions based on what you hear
• Strong verbal and written communication skills
• A go-getter mindset — motivated, self-driven, and energized by hitting goals
• Reliable transportation (this is an in-office position)
• Ability to pass a background check

Nice-to-Haves
• Familiarity with home improvement, remodeling, or construction services
• Experience using scheduling or CRM platforms
• Bilingual communication skills a plus

 

• Prompt and highly respectful of your time and others’ — this is non-negotiable
• Naturally detail-oriented and well-organized in a fast-moving environment
• Enthusiastic and upbeat — you bring energy that makes homeowners’ days better
• Calm and composed under pressure or in high-volume periods
• Versatile and adaptable — you connect easily with all types of people
• A quick learner who picks up new product and service knowledge with ease
• Genuinely passionate about serving others and making an impact

 

• $20–$25 per hour, depending on experience
• PTO — 1 week (after 90 days)
• Vacation — 1 week (after 90 days)
• Monday–Friday schedule: 8–5 or 9–6 (your choice)
• Supportive ownership and management team
• Relaxed, positive, family-style office atmosphere

 

M&M Home Exteriors is an equal opportunity employer.