CUSTOMER SERVICE & OPERATIONS COORDINATOR (TS)

Position: Customer Service & Operations Coordinator Location: Remote | Full-Time Overview We are seeking a proactive and customer-focused Customer Service & Operations Coordinator to support our growing exterior cleaning business. This role is responsible for handling customer communication, scheduling, CRM management, sales follow-up, and day-to-day administrative operations to ensure an exceptional customer experience and a fully optimized schedule. The ideal candidate has experience in home services, excellent communication skills, and the ability to take ownership of tasks without constant supervision. Key Responsibilities Customer Service & Phone Support • Answer inbound calls professionally and courteously. • Respond to customer inquiries via phone, email, and text. • Provide exceptional customer service and maintain positive client relationships. • Represent the company with a professional, friendly, and confident phone presence. Scheduling & Operations Coordination • Schedule estimates, service appointments, and project work. • Manage calendars to keep crews and technicians fully booked. • Coordinate day-to-day office operations and scheduling logistics. • Communicate schedule updates and changes to customers and team members. CRM & Administrative Support • Manage customer records, notes, and job statuses within Markate. • Maintain accurate CRM data and sales pipeline updates. • Handle administrative and office management tasks as assigned. • Ensure customer information and communications are properly documented. Sales Follow-Up & Revenue Recovery • Follow up on unsold estimates and pending opportunities. • Re-engage previous leads and inactive customers. • Support customer retention efforts and appointment confirmations. • Assist with requesting Google reviews and customer feedback. Marketing Support • Assist with email campaigns and customer outreach. • Support basic social media posting and content updates. • Help execute simple marketing and customer engagement initiatives. Qualifications • Previous experience in customer service, scheduling, sales support, or office administration. • Home services industry experience preferred, particularly in pressure washing, exterior cleaning, landscaping, or similar trades. • Strong phone skills with clear, professional English communication. • Experience working within CRM systems; Markate experience is a plus. • Highly organized with excellent attention to detail. • Ability to multitask and manage priorities in a fast-paced environment. • Self-starter who can identify opportunities to improve operations and customer experience. What We're Looking For • A proactive team member who takes initiative and solves problems independently. • Someone who can find meaningful work and improve processes without constant direction. • Strong customer service mindset with the ability to build rapport and trust. • Professional, reliable, and committed to helping the business grow. What Success Looks Like • Calls are answered promptly and professionally. • Schedules remain full and organized. • No leads or opportunities fall through the cracks. • CRM records are accurate and up to date. • Increased customer retention, reviews, and booked jobs. • Leadership gains more time to focus on growth and business development.