Customer Service Representative

Pay: $23.00 - $26.00 per hour

Job description:

Who We Are: At Lakeside Pro Services, we are a team of dedicated professionals committed to providing top-tier plumbing, irrigation, lawn care, and home renovation services throughout the Midwest. Since our founding in 1998 in Grosse Pointe, Michigan, we've grown by delivering exceptional results while continuously investing in state-of-the-art equipment and comprehensive in-house training for our team. Our unified approach, operating as One Team, ensures we meet the highest standards of service, safety, and efficiency. We take pride in enhancing both residential and commercial properties, offering tailored solutions that make our clients’ spaces safer, more functional, and more beautiful. With a focus on professionalism and trust, we aim to make every property we service one our clients can be proud of.

Our One Team Vision

We center our focus on our team and our culture, creating an unparalleled experience for our clients while building a brighter future for every member of our organization.

What We Value

① One Team – We collaborate and support each other to win together.
② Service Heart – We put clients and teammates first.
③ Accountability – We take ownership and follow through.
④ Grit – We work hard and persevere through challenges.
⑤ Innovation – We continuously improve and think ahead.

Position Overview

The Client Success Expert I (CSE I) is an entry-level, customer-facing role responsible for delivering outstanding service while supporting membership growth and operational execution.

This role serves as the foundation of the Client Success career path at Lakeside Pro Services. The CSE I primarily manages inbound customer communication, educates customers on membership offerings, books services, and identifies opportunities to bundle services to better meet customer needs.

While this role does not carry outbound sales quotas or high-level account management responsibilities, it requires strong communication skills, attention to detail, system proficiency, and a proactive, customer-first mindset.

This position is ideal for someone who thrives in a fast-paced service environment and wants to grow into advanced Client Success, Sales, or Operations roles.

What You’ll Do

Inbound Customer Service & Membership Support:

• Answer inbound calls professionally and efficiently
• Educate customers on membership offerings and benefits
• Book services included in memberships
• Identify opportunities to bundle additional services
• Maintain accurate customer notes and documentation
• Support membership retention through proactive service coordination

Customer & Property Setup (ServiceTitan)

• Create and update customer profiles
• Enter and manage property details
• Schedule appointments accurately
• Ensure data accuracy to support dispatch, billing, and reporting
• Maintain clean CRM records and system integrity

Scheduling & Dispatch Coordination

• Partner with dispatch to schedule seasonal and recurring services
• Support auto-scheduling workflows
• Coordinate service timing with customers
• Manage appointment confirmations and schedule changes
• Communicate clearly between customers and field teams

Service & Systems Knowledge

Develop a working knowledge of all Lakeside Pro Services offerings, including:

• Irrigation services
• Landscape lighting
• Lawn care programs
• Plumbing services
• Construction and remodeling (bathrooms, kitchens, basements)
• Trex decking installations

While this role does not independently estimate complex projects, it must understand how services are packaged, priced, scheduled, and delivered.

Financing & Customer Support

• Understand basic financing options
• Answer general customer financing questions
• Direct complex or project-specific inquiries to appropriate team members

What We’re Looking For

• Strong verbal communication and professional phone presence
• High attention to detail and organizational skills
• Ability to learn multiple service lines and systems quickly
• Comfortable working in a fast-paced, service-driven environment
• Team-oriented mindset with a willingness to learn
• Strong listening skills and customer empathy
• Reliability and follow-through

Preferred Experience

• Experience in home services, trades, or customer service
• Exposure to CRM or scheduling software (ServiceTitan is a plus)
• Familiarity with membership-based service models

Career Path & Growth Opportunities

This role is intentionally structured as an entry point into multiple career paths, including:

• Client Success Expert II
• Client Success Expert III
• Lead Client Success Expert
• Account Management
• Inside Sales Technician
• Operations or Dispatch roles

Performance, learning aptitude, consistency, and leadership behaviors drive advancement within Lakeside Pro Services.

Why This Role Matters

The Client Success Expert I plays a critical role in:

• Driving membership growth
• Improving customer retention
• Ensuring accurate scheduling and service delivery
• Creating a seamless customer experience across multiple service lines
• Supporting scalable growth across the organization

This position directly impacts revenue stability, operational efficiency, and the overall client experience.

Benefits

• Competitive compensation
• Bonus potential
• Health insurance through BCBS
• Dental, Vision, and Life Insurance
• Short-Term Disability
• Supplemental Accident Insurance
• 401(k) plan through Merrill Lynch
• Paid Time Off
• Paid Holidays
• Employee recognition and incentive programs
• Growth and advancement opportunities

Equal Employment Opportunity

Lakeside Pro Services is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected classification under applicable federal, state, or local law.

Pre-Employment Requirements

Employment offers may be contingent upon successful completion of a background check and verification of employment eligibility.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Service Titan: 2 years (Required)
• Call center: 2 years (Required)

Ability to Commute:

• Roseville, MI 48066 (Required)

Work Location: In person