Customer Service & Scheduling Coordinator

We are hiring a Customer Service & Scheduling Coordinator for a company in the Home Services (Exterior Cleaning) industry. This is a Full-Time remote role for a US-based company. This role is ideal for someone who is an organized, proactive, tech-savvy communicator with a neutral, professional phone presence and a service- and sales-oriented mindset

Key Responsibilities:

• Inbound Management: Answer and triage inbound calls, texts, and emails; deliver fast, professional responses to new leads and customers.

• Outbound Outreach: Make outbound calls/texts to follow up on estimates, nurture leads, and close bookings.

• Estimates & Quotes: Prepare, send, and revise estimates/quotes; track acceptance and convert to scheduled jobs.

• Scheduling & Dispatch: Book, reschedule, and dispatch jobs; coordinate calendars with technicians and customers.

• CRM Management: Manage and update the CRM pipeline, notes, tags, tasks, and automations.

• SLA Compliance: Maintain response-time SLAs (target 5–15 minutes for new leads during working hours).

• Process Optimization: Optimize follow-up sequences (email/SMS/call) and document SOPs.

• Inbox Monitoring: Monitor shared inboxes and phone lines to ensure nothing slips through the cracks.

• KPI Reporting: Record and report weekly KPIs (leads, bookings, conversions, revenue, production rates).

• Collaboration: Partner closely with the owner and field team to resolve scheduling or customer issues.

Required Qualifications:

• 2–4 years of experience in customer service, scheduling/dispatch, or admin operations (preferably in home services or field service).

• Proven CRM Experience: Hands-on experience handling estimates/quotes and converting leads to booked jobs.

• Communication: Excellent spoken and written English with a clear, neutral, professional phone presence.

• Sales Mindset: Confident with outbound calling, objection handling, and persistent follow-up.

• Efficiency: Strong organization, attention to detail, and ability to prioritize in a fast-paced environment.

Preferred Qualifications:

• Industry Knowledge: Experience in exterior cleaning, window cleaning, roofing, or related field-service industries.

• Advanced CRM Skills: Familiarity with automations and follow-up sequences in platforms like GoHighLevel, Jobber, Housecall Pro, or ServiceM8.

• Technical Familiarity: Experience with VoIP/SMS platforms (e.g., Google Voice, Twilio) and basic KPI reporting in spreadsheets.

Required Skills & Tools:

• Google Workspace (Gmail, Sheets, Drive, Calendar)

• VoIP/SMS tools (Google Voice, Twilio, or similar)

• Field Service/Sales CRM (e.g., HighLevel, Jobber, Housecall Pro, or ServiceM8)

Schedule & Pay:

• Full-Time position; US business hours in the EST/CST/PST time zone.

• This is a fully remote job for a US-based company.

• Pay ranges from R14,000 to R18,000 per month, depending on experience and skill.

• Annual raises, bonuses, confirmed holidays, and PTO included.

System Requirements:

• Internet speed of at least 20 Mbps

• Computer with a 2.4 GHz processor or higher

• 8 GB of RAM or higher

• Windows 10 or newer, or Mac OS X 10.10 or newer

• HD 720p webcam

• Headset with a microphone

Benefits:

• Competitive pay rates and consistent pay.

• The company provides a US phone number and business email address.

• Remote Flexibility: Enjoy working from home or any location of your choice.

• Zero Commute: Save time and money by eliminating the daily commute.

• Stability: Consistent work with the same clients, fostering long-term professional relationships.

• Growth: Opportunities for career advancement and professional development as the company scales.

• Supportive Culture: An inclusive work environment that values diversity and individual growth.

If you are a detail-oriented professional who thrives in a fast-paced environment and enjoys being the "voice" of a growing business, we encourage you to apply and help us take our customer experience to the next level!