Responsibilities
Customer Service & Communication
- Answer incoming calls and address customer needs clearly and professionally
- Manage office email and ensure timely, organized responses
- Coordinate with the internal team regarding scheduling and job updates
Job & Workflow Management
- Handle job intake: understand customer requests and enter accurate information into the system
- Schedule jobs and follow up with technicians (including via WhatsApp) to track progress and status
- Order parts from suppliers as needed
- Review daily service tickets and document notes for billing
Documentation & Proposals
- Complete required inspection forms and new account paperwork
- Create and manage proposals within our CRM system
- Draft proposals based on job scope (training provided, but must be able to learn and work independently)
- Maintain clear, organized records across all jobs and documentation
Requirements
- Experience in an administrative or operations role (service-based business preferred)
- Strong organizational skills and attention to detail
- Ability to multitask and manage multiple jobs simultaneously
- Excellent written and verbal communication skills
- Candidates with experience supporting U.S.-based customers are strongly preferred
Communication & Regional Fit
- Strong proficiency in English (written and spoken) is required
- Spanish proficiency is a plus
- Familiarity with U.S. East Coast business culture, preferably New York, is strongly preferred
Technical Skills
- Experience with CRM systems (Simpro experience is a strong plus)
- Proficiency in Microsoft Word and Excel
- Comfortable using modern tools, including AI platforms such as ChatGPT
- Familiarity with tools like JotForm, Trello, or OneDrive is a plus
Additional Notes
- This is a remote, overseas position supporting a U.S.-based team
- Work hours must align with Eastern Time (New York)
- This is a back-office operations role (no accounts receivable or payable responsibilities)
- Must be comfortable working in a fast-moving environment with ongoing communication between office staff and field technicians
Job Type: Full-time
Application Question(s):
- Do you have experience supporting customers based in the United States?
- How would you rate your English proficiency (spoken and written)?
- Are you able to work during U.S. Eastern Time (New York) business hours?
- What experience do you have with CRM systems in a service-based business (job scheduling, ticketing, etc.)?
- Have you previously managed multiple jobs or tasks at the same time (e.g., scheduling, follow-ups, coordinating teams)?
Work Location: Remote
