Administrator/Customer Service Representative (LATAM preferred but open)

Administrator / Customer Service Representative

About the Company

Our client is a growing home services company specializing in residential and commercial repair, maintenance, and improvement projects. They are committed to delivering outstanding customer service through fast response times, clear communication, and reliable scheduling.

As the company continues to grow, they are seeking an organized and customer-focusedAdministrator / Customer Service Representativeto serve as the first point of contact for customers while supporting scheduling, lead management, and day-to-day administrative operations.

Role Overview

The Administrator / Customer Service Representative is responsible for ensuring every customer inquiry is answered promptly and professionally. This is a phone-heavy role that requires answering incoming calls live, managing new leads, coordinating schedules, and providing exceptional customer service throughout the customer journey.

The ideal candidate is highly organized, comfortable multitasking, and enjoys communicating with customers while keeping operations running smoothly.

Key Responsibilities

Customer Service & Call Management
* Answer all incoming customer calls live during scheduled hours to ensure no calls go to voicemail
* Professionally greet customers and gather job details using established call procedures
* Respond to customer questions, provide job status updates, and deliver excellent customer service
* Escalate complex customer concerns to management with detailed notes and context
* Maintain a friendly, professional, and solutions-oriented approach throughout every interaction

Lead Management & Follow-Up
* Monitor incoming leads from multiple channels, including email and third-party lead sources
* Accurately enter new lead information into Housecall Pro
* Immediately follow up with new leads via phone, text, and email
* Schedule estimates and service appointments whenever possible
* Maintain consistent follow-up to maximize lead conversion
* Keep lead records accurate and up to date within the CRM

Scheduling & Dispatch Coordination
* Schedule estimates and service appointments based on technician availability
* Coordinate calendars to optimize technician routes and minimize scheduling gaps
* Communicate appointment confirmations, arrival windows, and schedule changes with customers
* Assist with rescheduling appointments due to weather, emergencies, or operational changes
* Coordinate with field staff regarding scheduling updates and urgent requests

Administrative Support
* Maintain accurate job notes, status updates, tags, and customer records
* Organize digital files and documentation within Google Workspace
* Assist with administrative reporting and operational tasks as needed
* Support daily administrative activities that contribute to efficient business operations

Required Qualifications
* 2–5 years of experiencein customer service, dispatching, appointment setting, administrative support, or a similar role
* Strong verbal and written English communication skills
* Excellent phone etiquette and confidence handling high call volumes
* Strong organizational and multitasking abilities
* High attention to detail with accurate data entry skills
* Ability to work independently in a remote environment
* Reliable high-speed internet connection and a quiet, professional workspace for handling customer calls

Required Technology Experience
* Housecall Pro (preferred but not required)
* Google Workspace (Gmail, Calendar, Docs, Sheets)
* Experience using VOIP phone systems
* Comfortable learning and working within CRM and scheduling platforms

Preferred Qualifications
* Experience in the home services, construction, or field service industry
* Previous dispatch or service coordination experience
* Spanish language skills are a plus but not required

Role Details
* Fully remote position
* Full-time schedule
* Monday through Saturday, 8:30 AM – 5:00 PM Mountain Time
* Five working days per week (40 paid hours)
* Saturday availability is required
* Sunday off
* One weekday off (Tuesday, Wednesday, or Thursday)
* 2–5 years of experience preferred

What This Role Offers
* Opportunity to become a key member of a growing service-based business
* High-impact customer-facing role with ownership over lead management and scheduling
* Exposure to customer service, dispatching, operations, and business administration
* Collaborative remote work environment with long-term growth potential
* Consistent full-time schedule and meaningful day-to-day responsibilities

Ideal Candidate Profile
* Customer-first mindset with exceptional communication skills
* Organized and detail-oriented under pressure
* Comfortable managing multiple tasks while handling frequent phone calls
* Self-motivated and dependable with strong follow-through
* Quick learner who enjoys working with systems and processes
* Calm, professional, and proactive when solving customer issues
* Reliable team pla