NYC Glass

Looking for a professional, customer-focused Customer Service Representative to handle incoming calls, qualify leads, schedule appointments, and provide exceptional customer service. This position is often the first point of contact for our clients and plays a critical role in converting inquiries into scheduled estimates and projects.

The ideal candidate is friendly, organized, detail-oriented, and comfortable handling a high volume of calls while maintaining excellent customer service standards.

Key Responsibilities

Incoming Calls & Lead Intake

Appointment Scheduling

Customer Communication

Lead Management

Administrative Duties

Preferred Qualifications

• 2+ years of customer service experience.
• Call center experience preferred.
• Construction,  home improvement industry experience preferred.

Seeking a results-driven Sales Manager to lead our sales department, develop new business opportunities, manage client relationships, and ensure consistent revenue growth. The ideal candidate is highly organized, customer-focused, and experienced in construction or related service industries.

The Sales Manager will oversee the entire sales process from lead generation and qualification through estimating, proposal follow-up, contract execution, and project handoff to operations.

Key Responsibilities

Sales Leadership

• Manage and oversee all incoming sales leads.
• Develop and implement sales strategies to achieve company revenue goals.
• Monitor sales performance and track KPIs.
• Conduct weekly sales meetings.
• Train and mentor sales representatives.
• Establish sales procedures and best practices.
• Ensure prompt response to all customer inquiries.

Lead Management

• Review and assign incoming leads.
• Monitor lead conversion rates.
• Ensure all leads are entered into CRM.
• Track lead sources and ROI.
• Develop relationships with property managers, building owners, architects, contractors, and facility managers.

Client Relations

• Build long-term relationships with clients.
• Conduct client meetings and site visits.
• Identify opportunities for additional services.
• Resolve customer concerns professionally.
• Maintain high customer satisfaction ratings.

Estimating & Proposal Management

• Review project requirements and specifications.
• Assist with complex estimates and proposals.
• Ensure estimates are accurate and submitted promptly.
• Follow up on all outstanding proposals.
• Negotiate pricing and contracts when appropriate.

Business Development

• Identify new market opportunities.
• Develop partnerships with property management companies.
• Build relationships with architects, general contractors, and developers.
• Attend networking events and industry meetings.
• Generate referral and repeat business opportunities.

CRM & Reporting

• Maintain accurate CRM records.
• Track sales activities and pipeline status.
• Prepare weekly and monthly sales reports.
• Monitor sales forecasts.

• Report key metrics to ownership.

   

Skills & Competencies

• Leadership
• Customer Service
• Negotiation
• Business Development
• Sales Forecasting
• Relationship Management
• Problem Solving
• Time Management
• CRM Management
• Team Building

Responsibilities

• Research potential clients using LinkedIn, Google, company websites, property records, and industry directories.
• Identify decision-makers such as property managers, building owners, facility managers, construction companies, general contractors, architects, and retail business owners.
• Conduct outbound cold calls to introduce company services.
• Send follow-up emails and LinkedIn messages.
• Build and maintain a database of prospective clients.
• Schedule appointments and site visits for the sales team.
• Track all activities in CRM software.
• Follow up with prospects on a regular basis.
• Research upcoming construction and renovation projects.
• Generate qualified leads for commercial and residential glass projects.
• Maintain accurate records of conversations and opportunities.

Ideal Candidate

• Excellent spoken and written English.
• Strong communication and interpersonal skills.
• Comfortable making high-volume outbound calls.
• Experience with LinkedIn Sales Navigator, Google Search, and CRM systems.
• Self-motivated and goal-oriented.
• Strong internet research skills.
• Ability to work independently.
• Previous sales, telemarketing, appointment-setting, or business development experience is preferred.

Key Performance Indicators (KPIs)

• Number of outbound calls completed daily.
• Number of decision-makers reached.
• Number of appointments scheduled.
• Number of qualified leads generated.
• Revenue generated from scheduled appointments.
• CRM data accuracy and follow-up completion rate.

What We Offer

• Remote work opportunity.
• Long-term growth potential.
• Performance-based bonuses.
• Training on glass and window industry products and services.
• Opportunity to advance into a full Sales Representative role.

Preferred Experience

• B2B Sales
• Lead Generation
• Cold Calling
• Appointment Setting
• LinkedIn Prospecting
• Construction Industry Sales
• Property Management Sales
• Facility Management Sales
• CRM Software

If you enjoy finding opportunities, speaking with decision-makers, and helping grow a successful company, we'd love to hear from yo

About Us

NYC Glass & Window Repair Inc specializing in residential and commercial glass repair, window repair, door repair, mirrors, shower glass, storefronts, and emergency glass replacement. We are looking for a professional Customer Service Representative to become the first point of contact for our customers.

Responsibilities

• Answer incoming customer calls professionally and courteously.
• Gather customer information, including contact details, service address, and description of the issue.
• Schedule service appointments using our CRM system.
• Respond to customer inquiries via phone, email, and text messages.
• Request photos or videos when necessary to assist with estimating.
• Create and update customer records accurately.
• Follow up with customers regarding appointments and estimates.
• Coordinate with dispatchers, technicians, and the sales team.
• Maintain a positive customer experience throughout every interaction.
• Escalate urgent or emergency requests when appropriate.

Requirements

• Excellent spoken and written English.
• Previous experience in customer service, call center, or appointment scheduling.
• Strong communication and active listening skills.
• Ability to multitask while speaking with customers.
• Comfortable working with CRM software and Google Workspace.
• Reliable high-speed internet connection.
• Quiet home office with a professional environment.
• Strong attention to detail and organizational skills.
• Positive attitude and problem-solving mindset.

Preferred Qualifications

• Experience in home services, construction, glass, windows, HVAC, plumbing, or similar industries.
• Sales or upselling experience is a plus.
• Experience working with U.S.-based customers.
• Fully remote position.
• Paid training.
• Long-term career growth opportunities.
• Friendly and supportive team environment.
• Performance-based bonuses after successful training and probation.

How to Apply

Please include:

• Your resume (CV)
• A short introduction about your customer service experience
• Your English proficiency level
• Your salary expectations
• Your availability to start

We are looking for someone who is reliable, professional, customer-focused, and committed to providing exceptional service to every client.

We are looking for a highly organized, customer-focused Support Representative / Client Success Coordinator to become the communication hub between our customers, technicians, office staff, and suppliers.

This is an excellent opportunity for someone who enjoys helping people, multitasking, and keeping operations running smoothly.

Key Responsibilities

Customer Communication

• Answer incoming phone calls professionally.
• Respond to customer inquiries promptly and courteously.
• Schedule appointments and service visits.
• Confirm appointments with customers.
• Notify customers when technicians are on the way.
• Follow up after completed jobs to ensure customer satisfaction.
• Handle customer concerns professionally and escalate when necessary.

Dispatch Coordination

• Coordinate daily technician schedules.
• Dispatch technicians to service appointments.
• Monitor technician progress throughout the day.
• Inform customers of arrival times and schedule changes.
• Reschedule appointments when necessary.
• Coordinate emergency service calls.

CRM & Data Management

Maintain accurate records by updating:

• CRM
• Google Sheets
• Customer information
• Job status
• Appointment schedules
• Estimates
• Work orders
• Technician notes
• Payment status
• Supplier information

Attention to detail is essential.

Supplier Communication

Communicate with suppliers regarding:

• Glass orders
• Hardware availability
• Material lead times
• Delivery schedules
• Product pricing
• Purchase orders
• Order tracking

Follow up to ensure materials arrive on time for scheduled installations.

Administrative Support

Assist with:

• Creating work orders
• Updating job notes
• Organizing digital documents
• Tracking outstanding estimates
• Monitoring customer follow-ups
• Supporting the sales and operations teams
• Maintaining organized electronic records

Daily Responsibilities

• Answer incoming calls.
• Make outbound customer calls.
• Dispatch technicians.
• Update CRM.
• Update Google Sheets.
• Communicate with suppliers.
• Coordinate deliveries.
• Confirm appointments.
• Notify customers when technicians are en route.
• Follow up on completed projects.
• Assist with scheduling changes.
• Keep management informed of any issues affecting customer satisfaction.

About Us

NYC Glass & Window Repair Inc specializing in residential and commercial glass repair, window repair, door repair, mirrors, shower glass, storefronts, and emergency glass replacement. We are looking for a professional Customer Service Representative to become the first point of contact for our customers.

Responsibilities

• Answer incoming customer calls professionally and courteously.
• Gather customer information, including contact details, service address, and description of the issue.
• Schedule service appointments using our CRM system.
• Respond to customer inquiries via phone, email, and text messages.
• Request photos or videos when necessary to assist with estimating.
• Create and update customer records accurately.
• Follow up with customers regarding appointments and estimates.
• Coordinate with dispatchers, technicians, and the sales team.
• Maintain a positive customer experience throughout every interaction.
• Escalate urgent or emergency requests when appropriate.

Requirements

• Excellent spoken and written English.
• Previous experience in customer service, call center, or appointment scheduling.
• Strong communication and active listening skills.
• Ability to multitask while speaking with customers.
• Comfortable working with CRM software and Google Workspace.
• Reliable high-speed internet connection.
• Quiet home office with a professional environment.
• Strong attention to detail and organizational skills.
• Positive attitude and problem-solving mindset.

Preferred Qualifications

• Experience in home services, construction, glass, windows, HVAC, plumbing, or similar industries.
• Sales or upselling experience is a plus.
• Experience working with U.S.-based customers.
• Fully remote position.
• Paid training.
• Long-term career growth opportunities.
• Friendly and supportive team environment.
• Performance-based bonuses after successful training and probation.

How to Apply

Please include:

• Your resume (CV)
• A short introduction about your customer service experience
• Your English proficiency level
• Your salary expectations
• Your availability to start

We are looking for someone who is reliable, professional, customer-focused, and committed to providing exceptional service to every client.

Position Overview

NYC Glass & Window Repair is looking for a motivated, organized, and results-driven Sales Representative to manage incoming leads, communicate with residential and commercial customers, prepare estimates, follow up on opportunities, and convert inquiries into booked projects.

The ideal candidate is comfortable speaking with customers, understands consultative sales, follows up consistently, and takes ownership of every lead from the initial inquiry through closing and handoff to the operations team.

Experience in windows, doors, glass, construction, home improvement, or building services is highly preferred but not required if the candidate is willing and able to learn the technical aspects of our services.

Key Responsibilities

• Respond quickly to new leads received by phone, email, website, text, and other channels.
• Speak with customers to understand the problem, project scope, budget, timeline, and expectations.
• Review customer photos, videos, measurements, drawings, and project documentation.
• Determine whether the project can be quoted remotely or requires an on-site assessment.
• Schedule site visits and coordinate with estimators when necessary.
• Prepare and send professional estimates and proposals.
• Explain proposed solutions, materials, hardware, glass options, lead times, warranties, and pricing to customers.
• Follow up consistently on all open estimates and sales opportunities.
• Negotiate professionally while protecting company margins.
• Convert qualified leads into signed/approved projects and collect required deposits.
• Upsell and cross-sell appropriate services when they genuinely benefit the customer.
• Maintain accurate customer information, notes, estimates, follow-up dates, and sales stages in the CRM system.
• Re-engage previous customers and older leads when appropriate.
• Coordinate sold projects with scheduling, purchasing, project management, and installation teams.
• Maintain communication with customers until the project has been properly handed off.
• Develop long-term relationships with property managers, general contractors, architects, designers, building owners, and repeat customers.
• Meet individual sales, revenue, conversion-rate, and follow-up KPIs.

Services the Sales Representative Will Sell

The representative will be trained to sell services including window repair and replacement, insulated glass (IGU) replacement, commercial and residential glass replacement, door repair and installation, storefront glass and aluminum systems, shower enclosures, custom mirrors, glass partitions, railings, historical window restoration, window screens, smart glass and window film, and specialty glazing projects.

Sales Process

The Sales Representative is expected to take ownership of the sales pipeline:

New Lead → Qualification → Site Visit/Estimate → Proposal → Follow-Up → Negotiation → Closing → Deposit → Operations Handoff

A lead should never be left without a clearly documented next action or follow-up date.

Requirements

The ideal candidate should have excellent verbal and written English, strong communication and negotiation skills, and the confidence to speak with both homeowners and commercial clients.

The candidate must be highly organized, comfortable working with CRM systems, able to manage multiple opportunities simultaneously, and persistent with follow-ups without being overly aggressive.

Basic mathematical skills are required for measurements, quantities, pricing, percentages, and margins. The candidate must also be comfortable learning technical terminology related to glass, windows, doors, hardware, framing systems, and construction.

Preferred Experience

Previous experience in construction sales, window and door sales, glass and glazing, home improvement, building materials, property services, or B2B sales is a strong advantage.

Experience dealing with property managers, general contractors, architects, designers, management companies, and commercial clients is also highly desirable.

Key Performance Indicators (KPIs)

Performance should be evaluated primarily on sales revenue, gross profit/margin, lead-to-sale conversion rate, estimate-to-sale conversion rate, speed of response to new leads, follow-up completion rate, average project value, CRM accuracy, and repeat/referral business.

What We Are Looking For

We want someone who is sales-driven but not pushy. The goal is not simply to give customers a price—it is to understand what they need, recommend the correct solution, explain why it is the right solution, build trust, and close the project.

The right candidate should think:

“Every qualified lead needs a clear next step until the customer buys, declines, or the opportunity is formally closed.”

Position Overview

This role is focused on converting incoming leads into paying customers.

You will answer inbound calls, follow up on web inquiries, respond to emails and text messages, qualify prospects, build trust, overcome objections, and schedule estimates for our sales team.

The ideal candidate is confident on the phone, persuasive, customer-focused, and driven by results.

Key Responsibilities

Sales & Lead Conversion

• Answer inbound sales calls.
• Convert incoming leads into scheduled appointments.
• Follow up with unsold estimates and pending proposals.
• Build rapport and trust with prospective customers.
• Identify customer needs and recommend appropriate services.
• Explain company processes, warranties, and service options.
• Consistently achieve monthly sales goals.

Lead Management

• Respond to all new inquiries within 5 minutes.
• Qualify leads and gather project information.
• Request photos, measurements, and project details.
• Maintain accurate records in CRM.
• Track all opportunities through the sales pipeline.

Customer Communication

• Handle phone calls, emails, text messages, and online inquiries.
• Keep customers informed throughout the sales process.
• Follow up on missed appointments and open estimates.
• Resolve customer concerns professionally.

Business Development

• Follow up with previous customers.
• Generate referral opportunities.
• Request online reviews after project completion.
• Build relationships with property managers, homeowners, contractors, architects, and business owners.

Requirements

Must Have

• Excellent spoken and written English.
• Strong sales and closing skills.
• Outstanding phone etiquette.
• Ability to build trust quickly.
• Strong negotiation skills.
• Self-motivated and goal-oriented.
• Experience using CRM systems.
• Reliable internet connection and quiet work environment if remote.

Preferred

• Experience in:
  • Home improvement sales
  • Window and door industry
  • Glass industry
  • Construction sales
  • Property management
  • HVAC, roofing, plumbing, or restoration sales
• Experience with:
  • GoHighLevel
  • Google Workspace