WFH Customer Support & Operations Coordinator

Job Overview

We are seeking an organized, customer-focused Customer Support & Operations Coordinator to handle client communications and core service workflows. In this full-time remote role, you will answer inbound customer inquiries, dispatch field technicians, and manage calendar scheduling. You will also prepare service quotes, send invoices, process credit card payments, and maintain accurate client profiles in the CRM. Strong communication skills, high attention to detail, and a dedicated home office setup are essential for success.

Schedule: Mon-Fri, flexible during client business hours, EST (40 hrs per week)

Responsibilities

1. Lead Intake & Scheduling

• Inbound Lead Management: Promptly answer incoming customer calls and online leads requesting residential or commercial pool and hot tub services.
• Dispatch & Calendar Scheduling: Determine call set-up times and place appointments directly onto the field team’s active service schedule.

2. Quoting & Invoicing

• Quote Preparation: Draft and send accurate service quotes for customer review and approval.
• Invoicing: Generate and send detailed invoices immediately following service visits or scheduled work completions.

3. Payment Processing & Billing

• Payment Collection: Securely process and charge customer credit cards on file for completed maintenance, repairs, or recurring packages.
• Account Follow-Ups: Assist with managing payment accounts, resolving declined transactions, and answering customer billing inquiries.

4. Additional Operational Support

• Service E-Reports: Support technicians in distributing electronic service reports and updates to clients.
• CRM Maintenance: Maintain updated client profiles, contact histories, and service notes in the company CRM.
• Customer Retention: Conduct follow-up calls or send emails to ensure client satisfaction and handle routine account inquiries.

Must-Have Requirements

• Experience: 2+ years in customer service, inbound sales intake, billing operations, or scheduling/dispatching.
• Communication Skills: Professional, friendly, and clear English communications (both written and verbal).
• Technical Proficiency: Experience navigating CRM platforms, dispatch calendars, online payment gateways, and cloud software (Google Workspace/MS Office).
• Attention to Detail: High accuracy in logging call details, tracking quote approvals, and charging credit cards correctly.
• Remote Setup: Dedicated quiet home office setup with high-speed internet, PC/laptop, and a noise-canceling headset.

Independent Contractor Perks

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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