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.