Customer Service & Operations Coordinator

This is a fully remote position, open to applicants in Canada.

📋 Description

• Respond to incoming customer calls during the assigned shift.

• Receive and manage new leads through phone, email, and online submissions.

• Collect initial information from customers and projects.

• Follow up with customers to gather additional details as needed.

• Keep accurate records of customers and leads.

• Deliver professional and responsive customer service.

• Refer technical electrical inquiries to the appropriate internal team member.

• Organize sales calls, site visits, and assessments.

• Schedule appointments based on the availability of the sales team and customers.

• Follow up with new leads and potential customers.

• Assist with outbound calling and setting appointments.

• Keep organized records of follow-up activities within company systems.

• Contact customers after work is completed.

• Express gratitude to customers for their business and confirm their satisfaction.

• Solicit customer reviews using approved procedures.

• Monitor outstanding post-service follow-ups.

• Address customer concerns when necessary.

• Prepare and submit repeatable electrical permit applications according to established guidelines.

• Maintain precise records and status updates for permits.

• Facilitate final inspections between customers and inspectors.

• Follow up on pending permit or inspection requirements.

• Keep well-organized documentation for completed projects.

• Perform general data entry and back-office administrative tasks.

• Ensure accurate information in Simpro and other company systems.

• Assist with managing emails and documentation.

• Support ongoing operational workflows.

• Complete additional administrative projects as assigned.

⛳️ Requirements

• Previous experience in customer service is required.

• Experience in administrative or back-office support is required.

• Must have experience answering business phone lines and engaging directly with customers.

• Scheduling or appointment coordination experience is preferred.

• Familiarity with CRM or field service management software is preferred.

• Experience in construction, electrical contracting, home services, or project coordination is a plus but not essential.

• Strong written and verbal communication skills in English are required.

• Native or near-native proficiency in English is required.

• Excellent customer service and communication skills on the phone.

• Professional, friendly, and confident demeanor when interacting with customers.

• Highly organized with a strong ability to follow through.

• Comfortable balancing phone duties with administrative tasks.

• Proactive and capable of working independently.

• Detail-oriented when managing customer and permit information.

• Willingness to learn technical terminology and standard construction processes.

• Able to switch between customer-facing and back-office tasks throughout the day.

• Knowledge of Simpro is required; training will be provided.

• Knowledge of Pipedrive is required; training will be provided.

• Knowledge of Quo VoIP is required; training will be provided.

• Proficiency in Microsoft Outlook.

• Familiarity with Microsoft 365.

• Experience with Slack.

• Experience with CRM / Field Service Management Platforms.

• Availability for 40 contracted hours per week, Monday through Friday.

• Ability to work from 8:00 AM to 4:00 PM EST.

🏝️ Benefits

• Competitive compensation rates.

• Weekly payment schedule.

• A variety of open positions available.

• Free training and skill development opportunities.

• Ongoing support and guidance.

• A vibrant community ready to assist you.

• And more!