Inbound Call Center Representative

About Us

Tri State Gate is a custom gate, fence, and automation company serving the tri-state area. We're a family-run business with a small, tight-knit office team, the kind of place where you'll know everyone by name in your first week. Our clients are discerning and expect a polished, personal experience from the first phone call to long after the work is done. This role sits right at the center of delivering that.

The Role

You are the friendly, capable voice our customers reach when they call, and the person who keeps things moving behind the scenes. You'll answer phones, schedule appointments for our sales and field team, take care of customer questions from start to finish, and stay in touch with customers and new leads so nothing ever falls through the cracks. If you're the kind of person who remembers names and details, makes people feel genuinely taken care of, and likes variety in your day, you'll thrive here.

What You'll Do

Answer incoming calls as the first point of contact, and make every caller feel well taken care of.

Schedule appointments and site visits on the sales team's calendars, coordinating timing between customers and field staff.

Handle customer service questions and resolve issues, or route them to the right person and follow through until they're closed out.

Field billing and payment questions, look up account details, explain charges, and coordinate with our billing team on anything complex.

Reach out quickly to new leads and customers, and stay in touch throughout the project so they always know where things stand.

Follow up on jobs in progress and after they wrap up to make sure customers are happy, including satisfaction check-ins and surveys.

Keep customer records, notes, and files accurate and up to date in our systems.

Pitch in across the office wherever you're needed, which keeps the work varied and the days interesting.

This describes the general nature of the role and is not an exhaustive list of duties. As a small team, responsibilities shift with the needs of the business, and we'll count on you to jump in where it helps.

What Success Looks Like

In your first 90 days: you know our people and our process, you're handling calls smoothly, and you own scheduling for your team so customers get fast, reliable callbacks.

By 6 to 12 months: customers ask for you by name, follow-ups never slip, and the people around you can count on the front office running like clockwork.

What We're Looking For

Excellent phone presence and communication. You sound polished, warm, and professional, and you're comfortable with a high-end clientele

A strong memory and sharp attention to detail. You remember customers and the context of past conversations, so people feel known when they call back

Highly organized. You can juggle several conversations and tasks at once without dropping any

Comfortable on a computer and quick to pick up new software (CRM, scheduling, email)

Light sales or customer-relationship experience is a real plus

Prior experience answering phones, scheduling, reception, or customer service is preferred

A positive, dependable, take-ownership attitude

Schedule

Full-time, Monday through Friday, daytime hours between 7:30 AM and 5:00 PM. We have more than one opening and assign shifts (for example 7:30 AM to 3:30 PM, or 9:00 AM to 5:00 PM) based on coverage needs and your availability. No nights or weekends.

Compensation and Benefits

$20 to $25 per hour, depending on experience

Health insurance with company contribution, eligible after 90 days

401(k) with company match, eligible after one year

Paid vacation that grows with tenure

Paid sick leave and six paid holidays

How to Apply

If this sounds like you, we'd love to hear from you. Apply through Indeed with your resume and a short note about why you'd be great on the phone with our customers.

Pay: $20.00 - $25.00 per hour

Benefits

• 401(k)
• Health insurance

Work Location: In person