Customer Support & Field Operations Coordinator

Customer Support & Field Operations Coordinator

Position Type: Full-Time
Compensation: $2.00 USD per hour

Position Overview

We are looking for a highly organized and detail-oriented Customer Support & Field Operations Coordinator to help manage the day-to-day operations of our window cleaning business. This role is responsible for providing outstanding customer support, coordinating field routes, managing customer issues, maintaining accurate CRM records, and assisting with operational improvements.

The ideal candidate is an excellent communicator who enjoys solving problems, working with data, and helping improve business systems.

Responsibilities

Customer Support

Answer customer calls, texts, and messages professionally.
Handle customer questions, concerns, and complaints with empathy and professionalism.
Resolve customer issues whenever possible or escalate them appropriately.
Follow up with customers to ensure issues have been resolved.
Maintain a positive customer experience throughout every interaction.

Field Route Management

Manage technician schedules and daily routes.
Assist with route optimization for maximum efficiency.
Coordinate schedule changes, reschedules, and service adjustments.
Work closely with the Field Operations Manager to ensure technicians have updated schedules and information.
Monitor technician availability and daily workload.

CRM & Administrative Management

Maintain accurate customer records in the CRM.
Manage workflows using GoHighLevel and other company software.
Document customer complaints and service issues.
Track which technician completed each job and record any quality concerns.
Maintain organized spreadsheets, reports, and operational data.
Ensure all customer interactions are properly documented.

Quality Control & Reporting

Track recurring customer complaints.
Identify patterns and report quality issues to management.
Maintain technician performance records related to customer satisfaction.
Generate reports to help improve service quality and operational efficiency.

Operations & SOP Development

Work alongside the Field Operations Manager to improve company systems.
Help create and maintain Standard Operating Procedures (SOPs).
Document processes for customer support, scheduling, routing, and technician workflows.
Identify opportunities to improve efficiency and organization.
Assist with additional administrative and operational projects as assigned.

Qualifications

Excellent verbal and written English communication.
Strong customer service skills.
Exceptional organization and attention to detail.
Comfortable handling difficult customer conversations professionally.
Strong administrative abilities.
Experience using CRM software.
Comfortable learning new software and systems.
Reliable internet connection and computer.
Ability to work independently while communicating effectively with the team.

Preferred Qualifications

Experience with GoHighLevel.
Experience with route management or field service scheduling.
Experience in customer service.
Experience working with service-based businesses.
Experience with Google Sheets or Microsoft Excel.
Experience creating SOPs and documenting business processes.

Ideal Candidate

The ideal candidate is:

Organized
Professional
Calm under pressure
Detail-oriented
Excellent at problem-solving
Strong communicator
Process-driven
Comfortable managing large amounts of information
Able to multitask in a fast-paced environment

Performance Expectations

Success in this role includes:

Providing fast, professional customer support.
Maintaining accurate CRM and customer records.
Keeping technician routes organized and efficient.
Accurately tracking customer complaints and technician performance.
Helping improve company systems and SOPs.
Supporting the Field Operations Manager in building scalable processes.
Consistently delivering a high level of organization and attention to detail.

Compensation

Pay: $2.00 USD per hour
Remote position
Opportunity for increased responsibilities and compensation based on performance.

If you are highly organized, enjoy customer service, thrive in operations, and are passionate about creating efficient systems, we would like to hear from you.