Operations & Customer Service Coordinator

Operations & Customer Service Coordinator

Location:Remote (Full-Time)

Schedule:Monday – Friday (Los Angeles / Pacific Time Zone Alignment)

Compensation:based on experiencePhilippines: about $1,500–$1,600/monthSouthAfrica: about $1,800–$2,000/month

Industry Focus:Custom Window Treatments (Blinds, Shades, Shutters, Drapery)

About the Company

Our client is a premier custom window treatment company serving residential clients throughout the greater Los Angeles area. We provide end-to-end, high-touch window covering solutions—managing every step of the customer journey from initial inquiry and digital quoting to expert design consultations and final installation.

We pride ourselves on balancing top-tier product quality with exceptional customer care. As a growing business, we utilize modern tools, custom systems, and AI-driven workflows to keep our operations agile, efficient, and customer-focused.

Role Overview

We are seeking an experienced, proactiveOperations & Customer Service Coordinatorwith direct window treatment industry knowledge to own our daily operational and customer-facing workflows.

This is not a traditional passive administration or basic call-answering role. You will be the primary operational backbone and initial brand ambassador for our business. You will manage inbound phone calls, conduct outbound follow-ups, maintain customer relationships, coordinate project calendars, manage our custom CRM, and—critically—help convert high-intent customer inquiries into paid design consultations ($150 fee).

The ideal candidate combines operational discipline, strong communication skills, and a commercially minded approach to customer care.

Key Responsibilities

1. Customer Experience & Communication
* Inbound & Outbound Phone Support:Serve as the first point of contact for residential clients across phone (Quo system) and digital communication channels.
* Consultative Communication:Build trust and rapport with homeowners, asking the right discovery questions to understand their window covering needs.
* Professional Representation:Deliver an articulate, high-touch, and reassuring experience that reflects a premium service brand.

2. Revenue Generation & Consultation Conversion
* Inquiry Conversion:Educate prospective clients on our custom process, online quoting features, and distinct value proposition.
* Consultation Fee Collection:Confidently introduce, explain, and collect our$150 upfront design consultation fee(which is credited back toward their overall project). Address initial customer hesitation or questions with professionalism.
* Lead Re-engagement:Perform proactive outbound follow-up with past leads, unconfirmed quotes, and open inquiries to keep opportunities moving forward.

3. Operations & Calendar Coordination
* Calendar Management:Own the primary scheduling calendar for design consultations, site measurements, and project milestones.
* Pre-Consultation Prep:Ensure all critical customer preferences, room details, and intake data are collected and attached to appointments prior to scheduled meetings.
* Workflow Ownership:Track outstanding operational tasks, follow up with internal team members and vendors, and prevent customer requests from slipping through the cracks.

4. CRM & Administrative Management
* Data Hygiene:Maintain pristine, updated records within our custom proprietary CRM system (entering notes, updating lead statuses, tracking call logs, and setting reminders).
* Process Optimization:Support the business owner in refining administrative workflows to eliminate operational bottlenecks.
* AI Tool Integration:Utilize Claude AI and Google Workspace tools to draft communications, organize documentation, and speed up administrative turnaround times.

Required Qualifications
* 2–5 years of direct experience in the Custom Window Treatment industry(mandatory). You must understand window covering product types (blinds, shades, shutters, drapery), industry terminology, and general project lifecycles.
* Flawless Spoken & Written English:Excellent verbal clarity, tone, and active listening skills over the phone.
* Proven Inside Sales or Fee-Collection Experience:Comfort with articulating value, asking for payment ($150 fee), and converting inquiries into firm appointments.
* Strong Operational & Scheduling Skills:Deep familiarity with calendar management across multiple time slots and team workflows.
* Technical Aptitude:Experience working with Google Workspace, modern cloud phone systems (e.g., Quo/OpenPhone), custom CRMs, and payment tools.
* Proactive Problem-Solver:Comfortable taking full ownership of tasks, organizing daily priorities independently, and operating effectively in a remote environment.

Preferred Qualifications & Technology Experience
* Phone Systems:Experience usingQuoor similar VoIP platforms.
* AI Productivity Tools:Familiarity usingClaude AIor ChatGPT for drafting communications, summarizing notes, or organizing operational tasks.
* Industry Tools