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.