Customer Service & Operations Coordinator

Job description

About this role

The VA will provide consistent phone coverage throughout the business day, receive and process new leads, gather customer information, coordinate sales appointments and site visits, and follow up with customers throughout the service process. The role will also support repeatable operational workflows such as permit applications and final inspection coordination. The client is primarily seeking a candidate with strong customer service and administrative/office support experience. Previous construction or home services experience is a plus but is not required, as the client is prepared to train the VA on its electrical-specific processes and terminology.

Responsibilities

• Answer inbound customer calls throughout the scheduled shift
• Receive and process new leads from phone, email, and online submissions
• Gather initial customer and project information
• Follow up with customers to collect additional information when required
• Maintain accurate customer and lead records
• Provide professional and responsive customer service
• Escalate technical electrical questions to the appropriate internal team member
• Coordinate sales calls, site visits, and assessments
• Schedule appointments based on sales team and customer availability
• Follow up with new leads and prospective customers
• Support outbound calling and appointment setting as the role develops
• Maintain organized follow-up activities within company systems
• Follow up with customers after completed work
• Thank customers for their business and confirm satisfaction
• Request customer reviews using approved processes
• Track outstanding post-service follow-ups
• Escalate customer concerns when necessary
• Prepare and submit repeatable electrical permit applications following established procedures

Qualifications and requirements

• Previous customer service experience required
• Administrative or back-office support experience required
• Experience answering business phone lines and communicating directly with customers required
• Scheduling or appointment coordination experience preferred
• CRM or field service management software experience preferred
• Construction, electrical contracting, home services, or project coordination experience is a plus but not required
• Strong written and verbal English communication required
• Native or near-native English speaking ability required
• Excellent customer service and phone communication skills
• Professional, friendly, and confident speaking with customers
• Highly organized with strong follow-through
• Comfortable balancing phone coverage with administrative work
• Proactive and able to work independently
• Detail-oriented when handling customer and permit information
• Comfortable learning technical terminology and repeatable construction processes
• Able to transition between customer-facing and back-office responsibilities throughout the day
• Simpro (training provided)
• Pipedrive (training provided)
• Quo VoIP (training provided)