Job Title: Customer Success & Operations Coordinator
Location: Remote (Work from Home)
Schedule: 40 hours per week
Employment Type: Independent Contractor
Salary: $1,200 USD per month
Time Zone: Must be available during US business hours (CST, EST, or PST)
About This Role
We're seeking a highly organized and personable Customer Success & Operations Coordinator to serve as the operational backbone of our business. This multifaceted role combines customer service excellence with critical behind-the-scenes coordination—you'll be the friendly voice customers hear first, while also managing permits, scheduling utility locates, coordinating appointments, collecting payments, gathering reviews, and supporting our sales team with administrative tasks. The ideal candidate thrives in a dynamic environment, enjoys variety, and takes pride in keeping multiple priorities moving smoothly from initial customer contact through project completion.
KEY RESPONSIBILITIES
Customer Service & Phone Support (High Volume)
- Handle 80+ inbound and outbound calls daily with efficiency and professionalism
- Answer and direct incoming calls and emails promptly
- Provide product and service information to potential and current customers
- Schedule appointments and consultations for the sales team with attention to logistics and availability
- Maintain a friendly, professional tone in all interactions while managing high call volume
- Collect final payments and follow up on past due balances
Permit & Utilities Management
- Research, prepare, and submit permit applications based on municipal guidelines
- Communicate with city and county offices regarding permitting requirements
- Schedule utility locates in advance of project installation dates to prevent delays
Review & Feedback Collection
- Compile lists of completed jobs and contact clients to request feedback and online reviews
- Guide clients through the review submission process and follow up if needed
Administrative & Sales Operations
- Support the owners and sales staff with administrative follow-ups and task tracking
- Maintain accurate digital records of customers, jobs, permits, and communications
- Help build needed spreadsheets
Social Media/Marketing
- Collect photos and post to social media accounts
- Research and suggest different market strategies that may help build brand awareness
Requirements
Essential Qualifications:
- Advanced English proficiency (C1/C2 level) - written and verbal
- Minimum 2 years of experience in high-volume customer service or call center environment (80+ calls per day)
- Proven ability to manage rapid call flow while maintaining quality and accuracy
- Excellent phone communication skills with professional, friendly, and patient demeanor
- Strong organizational abilities and exceptional multitasking skills with keen attention to detail
- Ability to remain composed and efficient in fast-paced, high-pressure situations
- Self-starter with problem-solving mindset and ability to work independently
- Reliable high-speed internet connection and professional home office setup with noise-canceling headset
Technical Skills:
- Proficient in Microsoft Office and Google Workspace (especially Excel/Google Sheets)
- Comfortable learning new CRM and project management software quickly
- Experience with phone systems, call logging, and customer database management
- Ability to navigate municipal websites and online portals
- Basic social media platform knowledge
- Fast and accurate data entry skills
Preferred (Not Required):
- Previous experience with permitting processes or municipal applications
- Background in construction, trades, or home services industry
- Experience with payment collection and accounts receivable follow-up
- Familiarity with utility locate processes
- Bilingual (English/Spanish) is a plus
