Role Description We are seeking a proactive and detail-oriented Customer Service Representative / Office Administrator to support a fast-growing fencing and outdoor living installation company based in New Jersey. This role is critical in managing high volumes of inbound leads generated through social media, referrals, and the company website, while ensuring consistent follow-up, strong customer communication, and accurate CRM management. The ideal candidate is highly organized, customer-focused, and comfortable working across communication, lead follow-up, and light sales support in a dynamic, fast-moving environment. This is not a maintenance role—this company focuses exclusively on installation projects including fencing, patios, pavilions, and landscape-related outdoor living solutions. Key Responsibilities - Customer Communication & Lead Follow-Up - Respond to inbound calls, texts, emails, and online inquiries in a timely and professional manner. - Follow up consistently with new and existing leads to maintain engagement and increase conversion rates. - Maintain ongoing communication with prospects to ensure the company stays top-of-mind. - Send proactive outreach such as promotions, seasonal messaging (e.g., storm readiness), and service reminders. - Request and manage customer reviews (including Google reviews) to support reputation building. - Lead Intake & Quoting Support - Collect and input customer information (name, contact details, address, source of lead) into the system. - Use the company’s online quoting tool to map properties via bird’s-eye view and generate accurate estimates. - Assist customers in navigating the quoting process when needed. - Support basic interpretation of property layouts (boundaries, fencing lines, structures, etc.). - Ensure quotes and lead data are accurately recorded and tracked. - CRM & Pipeline Management - Maintain and update CRM records to ensure data accuracy and completeness. - Track lead status and follow-up stages to prevent missed opportunities. - Ensure all inquiries are properly categorized, documented, and progressed through the pipeline. - Support internal organization of leads coming from multiple channels (website, social media, referrals, showroom traffic). - Administrative & Operational Support - Provide general administrative support to assist day-to-day office operations. - Help organize customer communication workflows and follow-up systems. - Support light coordination tasks related to scheduling and internal tracking. - Assist with basic marketing support such as email campaigns and customer outreach (e.g., Mailchimp or similar tools). Qualifications - Strong English communication skills (written and verbal). - Open to working Saturdays. - Prior experience in customer service, office administration, or lead coordination roles. - Comfortable handling inbound leads and structured follow-up processes. - Basic understanding of sales follow-up (no hard selling required). - Experience using CRM systems or lead tracking tools. - Highly organized, detail-oriented, and able to work independently in a remote environment. - Ability to learn and operate simple quoting or mapping tools (training provided). - Familiarity with email marketing tools (e.g., Mailchimp) is a plus but not required.

• Learn and apply Retention Sales and Customer Care concepts, procedures, and methodologies. • Perform entry-level sales and support tasks within a designated region or business area. • Respond to inbound customer inquiries via phone or ticketing systems, providing personalized and thoughtful communication. • Actively listen and ask questions to understand customer needs, showing empathy and respect. • Handle a variety of customer-facing duties, including: Addressing requests to disconnect or remove services, Providing billing and pricing information, Resolving standard issues remotely or educating customers on resolution steps, Scheduling service appointments when remote resolution isn’t possible, Arranging product returns or exchanges, Managing add/change/delete requests in hosted platforms. • Use effective telephone-based selling skills to: Build rapport and identify customer issues, Offer creative solutions and explain product/service benefits, Negotiate household spend and upsell additional services, Accurately and efficiently input orders. • Meet or exceed weekly and monthly sales activity goals. • Follow company-approved scripts to ensure consistent communication. • Assist with special projects as assigned.

This is a Call Center position where most of troubleshooting is over the phone. The Technical Support Specialist will work directly with customers via phone and email to resolve their application and product issues. This position requires self-initiative, ownership, excellent listening skills, and motivation to provide exceptional customer service from inception to resolution for each issue. Your technical and interpersonal skills are critical to success in this position. This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance (25 miles or less) to one of the following Cox Automotive hub locations: 6240 Sprint Pkwy Overland Park, KS 224 Valley Creek Blvd Suite 400 Exton, PA 1 Howard St. Burlington, VT 6305 Peachtree Dunwoody Rd. Bldg B Atlanta, GA 13693 S. 200 W Draper UT Summary: Provides technical customer support to ensure that all customers are satisfied with the products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations. This position-must be able to work any shift during business hours. Shift Schedule: - Each employee will be scheduled based upon business need, but the general hours are Monday-Friday anywhere from 7am-7pm CST with rotational Saturdays 8am-5pm CST The Technical Customer Care Specialist I will: - Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues - Will be responsible for routine customer questions relating to product usage within VinSolutions support - Provide support for technical issues relating to the Cox Automotive suite of products - Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards Your role: - Handle routine customer questions relating to product usage - Provide technical support on issues through to resolution - Maintains expert-level knowledge of line of business processes and procedures - Accurately log all customer information in the CRM tool - Facilitate communication to other departments as needed to resolve client concerns - Communicate with key stakeholders to identify and resolve inquiries. - Provide proper follow- up to ensure customer is kept apprised of the issue status Minimum Qualifications: - High School Diploma/GED - Generally, less than 2 years of experience - Ability to troubleshoot and document issues related to system performance and functionality. - Excellent communication skills (Verbal and Written) - Strong problem-solving/troubleshooting skills - Strong interpersonal skills and attention to detail - Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours - Ability to work independently as a team to deliver on individual and business goals What We Look For (Preferred): - Displays strong dependability and reliability. - Ability to handle multiple, competing priorities and deliver results in a fast-paced environment. - CRM case logging/Salesforce experience - Experience with interaction distribution systems such as Genesys Pure Cloud. - Automotive industry knowledge. USD 16.59 - 24.86 per hour Compensation: Hourly pay rate is in the range of $16.59 - $24.86/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Benefits: Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. EOE, including disability/vets

This is a Call Center position where most of troubleshooting is over the phone. The Technical Support Specialist will work directly with customers via phone and email to resolve their application and product issues. This position requires self-initiative, ownership, excellent listening skills, and motivation to provide exceptional customer service from inception to resolution for each issue. Your technical and interpersonal skills are critical to success in this position. This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance (25 miles or less) to one of the following Cox Automotive hub locations: 6240 Sprint Pkwy Overland Park, KS 224 Valley Creek Blvd Suite 400 Exton, PA 1 Howard St. Burlington, VT 6305 Peachtree Dunwoody Rd. Bldg B Atlanta, GA 13693 S. 200 W Draper UT Summary: Provides technical customer support to ensure that all customers are satisfied with the products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations. This position-must be able to work any shift during business hours. Shift Schedule: - Each employee will be scheduled based upon business need, but the general hours are Monday-Friday anywhere from 7am-7pm CST with rotational Saturdays 8am-5pm CST The Technical Customer Care Specialist I will: - Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues - Will be responsible for routine customer questions relating to product usage within VinSolutions support - Provide support for technical issues relating to the Cox Automotive suite of products - Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards Your role: - Handle routine customer questions relating to product usage - Provide technical support on issues through to resolution - Maintains expert-level knowledge of line of business processes and procedures - Accurately log all customer information in the CRM tool - Facilitate communication to other departments as needed to resolve client concerns - Communicate with key stakeholders to identify and resolve inquiries. - Provide proper follow- up to ensure customer is kept apprised of the issue status Minimum Qualifications: - High School Diploma/GED - Generally, less than 2 years of experience - Ability to troubleshoot and document issues related to system performance and functionality. - Excellent communication skills (Verbal and Written) - Strong problem-solving/troubleshooting skills - Strong interpersonal skills and attention to detail - Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours - Ability to work independently as a team to deliver on individual and business goals What We Look For (Preferred): - Displays strong dependability and reliability. - Ability to handle multiple, competing priorities and deliver results in a fast-paced environment. - CRM case logging/Salesforce experience - Experience with interaction distribution systems such as Genesys Pure Cloud. - Automotive industry knowledge. USD 16.59 - 24.86 per hour Compensation: Hourly pay rate is in the range of $16.59 - $24.86/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Benefits: Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. EOE, including disability/vets