Customer Service Representative

About Drape Works Walk into any high-end wedding, corporate gala, or major production in South Florida and chances are you have seen our work. Drape Works is Miami's premier event drapery and fabric company, trusted by the region's top venues, event planners, and production companies to transform spaces and deliver flawless results every time. We are growing fast, we have high standards, and we genuinely love what we do. The right person will too. The Role We are looking for the voice of Drape Works, and the person who keeps our owner organized and out of the weeds. From the moment a client reaches out to the thank-you note after their event, you own the experience. You are not just answering phones. You are the reason clients feel confident booking with us and the reason they come back. Alongside that, you will help manage scheduling and day-to-day organization for our owner, so he can stay focused on the bigger picture instead of getting pulled into routine tasks. This is a remote, full-time position reporting to our Director of Operations. If you thrive in a fast-paced environment, take pride in doing things right the first time, and do not need anyone looking over your shoulder to stay on track, you will fit right in here. What You Will Do Customer Service - Respond to all inbound calls, emails, and inquiries within 5 minutes and deliver a quote within 15. - Qualify leads, gather event details, and build accurate quotes using Goodshuffle Pro. - Own the full booking process from first inquiry through signed contract and deposit collected. - Keep our CRM clean with accurate notes, statuses, and next actions on every lead and job. - Handle rental inquiries independently, checking availability in our system and coordinating with the warehouse team. - Guide clients from booking through post-event follow-up with kickoff emails, logistics confirmations, and review requests. - Collaborate with our warehouse team and leadership to make sure every event runs without a hitch. - During slower call periods, support outreach to rental partners and help gather content for social media. Executive Support - Schedule meetings and calls for our owner, coordinating directly with vendors and clients to find times that work. - Manage his calendar across multiple business lines, protecting time for health and wellness so nothing slips through. - Keep his personal inbox organized so he only has to focus on what truly needs his attention. - Monitor bills and pass along to the Director of Operations - Support accounts receivable follow-up alongside your customer service work. What We Are Looking For - Fluent in English and Spanish. Based in LATAM. This is a firm requirement. - A natural on the phone. Warm, professional, and confident with every type of client. No background noise. - A strong problem solver. You figure things out without escalating every question. - Kind, patient, and considerate. We have a servant-mentality culture and it starts with how we treat our clients. - Highly organized with strong attention to detail. You keep records clean and processes tight, whether it is a client file or someone else's calendar. - A self-starter who moves without being pushed and takes ownership without being asked. - Comfortable juggling two kinds of responsibility at once: fast-paced client work, and quieter, detail-oriented organizational support. - Rock-solid internet connection and reliable cell reception. This role uses a business phone system that forwards calls to your device -- you must be able to receive calls without interruption at all times during business hours. - Comfortable learning new tools. We use GoHighLevel, GoodShuffle Pro, and QuickBooks. Full training provided. - Undergraduate or advanced degree preferred. - Available and fully focused Monday through Friday, 9 AM to 5 PM ET. - No secondary employment during contracted hours. This role requires your complete professional attention. Nice to Have - Background in event services, hospitality, or a customer-facing role - Experience in event production, understanding what happens on the day of an event is a big plus - Familiarity with CRM or quoting software - Background in sales support or lead management - Prior experience supporting an executive or owner in a scheduling or administrative capacity What We Offer - Fully remote position - Competitive hourly rate based on experience, negotiated upon offer - Real room to grow with a company that is actively expanding - A culture built on excellence, accountability, servant mentality, and genuine care for every client