Service Operations Coordinator
Join to apply for the Service Operations Coordinator role at Cherry Assistant .
We are hiring a Service Operations Coordinator for a property maintenance and home services company in the property management industry.
This full‑time remote role supports a Michigan‑based client’s residential and commercial maintenance services.
Key Responsibilities
- Serve as the primary point of contact for customers via phone, email, and messaging platforms.
- Receive and manage inbound work requests, ensuring accurate details and timely responses.
- Schedule, dispatch, and coordinate maintenance technicians based on job priority, location, skill set, and availability.
- Communicate daily with field staff to confirm appointments, relay updates, and resolve scheduling issues.
- Prepare and deliver service estimates/quotes using predefined templates and service pricing tools.
- Generate invoices; ensure accurate job costing and timely follow‑ups on payments.
- Create and manage work orders within the field service software; update job statuses and documentation in real time.
- Respond to inbound marketplace leads (e.g., Thumbtack, Angi) and maintain professional profiles and reviews.
- Communicate job details, changes, progress, and material needs between customers and technicians.
- Track job status, update records/notes, and ensure data accuracy across systems.
- Escalate urgent requests, emergencies, or customer issues and coordinate resolutions.
- Maintain customer satisfaction by handling inquiries and complaints professionally and empathetically.
- Support operational reporting, data entry, and administrative coordination as needed.
- Provide after‑service follow‑ups and gather feedback to improve customer experience.
Required Qualifications
- 2+ years of experience in an operations, dispatch, or service coordination role.
- 2+ years of experience managing and understanding CRM systems specific to field service or dispatching, like Housecall Pro.
- 2+ years managing inbound leads from marketplaces such as Thumbtack.
- Excellent written and verbal English; professional phone etiquette and active listening skills.
- Strong multitasking, time‑management, and problem‑solving abilities in a fast‑paced environment.
- Comfort working US business hours (Eastern Time) and collaborating with a US‑based team.
- Experience preparing estimates/quotes and handling invoices for service jobs.
- Experience working with contractors and understanding of handyman services or general maintenance workflows.
- Experience in property management or property maintenance operations.
- Experience handling customer service communication in a US business environment.
- High attention to detail with an ability to follow established workflows and SOPs.
- Must be based in South Africa.
Preferred Qualifications
- Prior experience in property maintenance, home services or facilities management.
- Familiarity with US marketplaces (e.g., Thumbtack, Angi) and reputation management.
- Experience with estimating tools (e.g., Homewyse) and field service best practices.
- Prior experience managing technician calendars and routes.
Required Skills & Tools
- QuickBooks Online (invoicing, payments).
- Field service software (Housecall Pro or similar).
- Thumbtack, Angi (Angie's List), and related lead platforms.
- Google Workspace (Gmail, Calendar, Sheets/Docs).
- CRM or job management system proficiency.
- VoIP phone systems (e.g., RingCentral, Nextiva) and call/text handling.
Schedule & Pay
- Full‑time position; Monday to Friday, 9:00 a.m. – 5:00 p.m. Eastern Time; occasional pre‑scheduled Saturday coverage as needed.
- Fully remote role for a Michigan‑based client.
- R14,000 – R16,000 per month, depending on experience.
- Includes onboarding/training, clear SOPs, and growth potential based on performance.
System Requirements
- Internet speed of at least 20 Mbps upload and download.
- Computer with a 2.4 GHz processor or higher.
- 8 GB of RAM or higher.
- Windows 10 or newer, or Mac OS X 10.10 or newer.
- HD 720p webcam.
- Headset with microphone.
- Competitive pay rates.
- Consistent hours and predictable workload.
- Fully remote work with long‑term potential.
- Direct collaboration with the client's maintenance operations team, making a real impact.
- Supportive and inclusive work environment.
- Opportunity to grow alongside a scaling property maintenance program.
#J-18808-Ljbffr