Customer Service & Administrative Coordinator

# Customer Service & Administrative Coordinator — Remote

## About the Role

We are a growing U.S.-based appliance service company seeking a highly organized, proactive **Customer Service & Administrative Coordinator** to become an important part of our customer operations team.

This is **not simply an inbound phone-answering position**.

We are looking for someone who takes ownership of the customer experience from the time a customer contacts us through scheduling, service, follow-up, completion, and post-service communication.

Our ideal candidate does not wait for customers to call repeatedly asking for updates. You proactively identify what needs to happen next, communicate with the customer, update the system, and follow the task through to completion.

You will be responsible for helping make sure that **no customer, appointment, estimate, follow-up, warranty update, review request, or administrative task falls through the cracks.**

If you enjoy organization, customer communication, solving problems, maintaining accurate records, and completing tasks from beginning to end, this may be an excellent role for you.

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# Key Responsibilities

## Customer Service & Communication

You will:

* Answer inbound customer calls professionally and warmly.
* Respond to customer emails, text messages, and service inquiries.
* Help prospective customers understand our service process.
* Convert qualified customer inquiries into scheduled appointments.
* Return missed calls promptly.
* Follow up with customers who requested service but did not schedule.
* Provide customers with appointment and service-status updates.
* Communicate delays or changes before customers have to contact us.
* Listen carefully to customer concerns and document them accurately.
* Maintain a professional and solution-oriented attitude during difficult conversations.
* Route appropriate escalations to our Tier 2 Customer Experience team with complete information.

You should be comfortable communicating with customers by **phone, email, and text throughout the workday.**

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# Scheduling & Appointment Management

You will help manage the daily customer service schedule by:

* Scheduling service appointments.
* Confirming upcoming appointments.
* Reviewing appointment details for accuracy.
* Requesting missing customer or appliance information.
* Confirming addresses, phone numbers, email addresses, model information, and other required information.
* Monitoring schedule changes and communicating them to customers.
* Helping fill available appointment openings.
* Following up on appointments requiring rescheduling.
* Ensuring customers awaiting return visits are not forgotten.

Good scheduling requires more than placing an appointment on a calendar. You must make sure the information needed for the service visit is complete and accurate.

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# Customer Follow-Up

Follow-up is one of the most important responsibilities of this position.

You will maintain and work customer follow-up queues for situations including:

* Missed calls
* Customers who have not yet scheduled
* Open estimates
* Parts awaiting arrival
* Parts that have arrived
* Customers needing return appointments
* Warranty authorization updates
* Customers waiting for information
* Outstanding documentation
* Completed-service follow-up
* Customer satisfaction
* Review requests
* Referral opportunities

Every active customer should have a clear:

**STATUS → NEXT ACTION → PERSON RESPONSIBLE → DUE DATE**

Simply attempting a phone call does not necessarily mean a task is complete.

If the customer does not answer, the contact attempt should be documented and the appropriate next action scheduled.

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# Parts & Return-Visit Follow-Up

You will help coordinate customer communication involving repair parts.

Responsibilities may include:

* Monitoring parts-status information.
* Identifying parts that have arrived.
* Contacting customers when parts become available.
* Scheduling return appointments.
* Updating customer records.
* Following up on delayed parts.
* Communicating realistic status updates.
* Identifying customers who have parts available but have not yet been scheduled.

We want customers to hear from **us before they feel they need to chase us for information.**

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# Warranty Administration

Our company works with warranty and manufacturer service relationships.

You may assist with:

* Reviewing warranty service requests.
* Entering customer and service information.
* Updating warranty portals.
* Uploading required documentation.
* Tracking authorization status.
* Following up on outstanding information.
* Updating customers regarding warranty-related service.
* Maintaining accurate notes and records.
* Identifying warranty matters requiring escalation.

Experience with warranty administration is helpful but not required if you are an excellent learner.

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# CRM, Data Entry & Administrative Accuracy

Accurate information is extremely important to this position.

You will:

* Create and update customer records.
* Enter service information accurately.
* Maintain detailed CRM notes.
* Correct incomplete customer information.
* Update appointment statuses.
* Maintain follow-up tasks.
* Update contact information.
* Track customer outcomes.
* Assist with spreadsheets and administrative records.
* Maintain organized digital files.
* Review records for missing information.

A note such as:

**"Customer called — upset."**

is not sufficient documentation.

We expect notes that allow another team member to understand:

* Why the customer contacted us
* What occurred
* What was communicated
* What was promised
* What needs to happen next
* Who is responsible
* When the next action should occur

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# Review & Referral Generation

Customer service does not end when the repair is completed.

You will help us build long-term customer relationships by:

* Contacting customers after completed service.
* Confirming customer satisfaction.
* Requesting online reviews from satisfied customers.
* Tracking review requests.
* Following up appropriately.
* Identifying referral opportunities.
* Thanking customers for referrals.
* Helping maintain relationships with previous customers.

We want someone who understands that **excellent customer service can create repeat customers, referrals, reviews, and future revenue.**

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# Sales & Customer Conversion

You do not need to be a high-pressure salesperson.

However, you must be comfortable helping customers make decisions.

You may:

* Convert incoming inquiries into appointments.
* Follow up with customers who did not schedule.
* Follow up on open service estimates.
* Ask customers if they are ready to schedule.
* Identify questions or concerns preventing a customer from moving forward.
* Explain available service options.
* Help recover opportunities that might otherwise be lost.
* Support outreach campaigns to previous customers.

We are looking for someone who understands that:

**Customer service and sales work together.**

Helping customers take the next appropriate step is part of delivering excellent service.

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# What Success Looks Like

A successful Customer Service & Administrative Coordinator does not say:

* "I called them."
* "I sent the email."
* "I forwarded it."
* "I thought someone else was handling it."
* "They never called us back."

Instead, you ask:

**What is the current status?**

**What needs to happen next?**

**Who is responsible?**

**When should it happen?**

**Did it actually get completed?**

We value employees who **close loops rather than simply complete activities.**

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# Required Skills

The strongest candidates will have:

* Excellent spoken English
* Excellent written English
* Professional telephone communication skills
* Strong customer-service instincts
* Exceptional organization
* High attention to detail
* Accurate data-entry skills
* Strong follow-through
* Good judgment
* Ability to prioritize multiple tasks
* Ability to work independently
* Comfortable use of email and messaging systems
* Experience using spreadsheets
* Ability to learn CRM and scheduling software
* Ability to maintain detailed customer notes
* Confidence making outbound customer calls
* Ability to remain calm with frustrated customers
* Strong problem-solving skills
* Ability to follow established processes and checklists

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# Technology Skills

Candidates should be comfortable working with online business systems.

Experience with any of the following is helpful:

* Customer relationship management (CRM) systems
* Scheduling or dispatch software
* Google Workspace
* Google Sheets
* Microsoft Office
* Online payment systems
* Warranty portals
* Customer messaging platforms
* VoIP or cloud-based telephone systems
* ChatGPT or other AI productivity tools

You do not need experience with every system we use. However, you should be technologically comfortable and able to learn new systems quickly.

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# Mindset We Are Looking For

## Ownership

If you are responsible for a task, you remain responsible for making sure there is a clear outcome or next action.

## Follow-Through

You do not rely on memory. You document tasks and use systems to make sure commitments are completed.

## Proactivity

You identify customers who need follow-up instead of waiting for them to call.

## Accuracy

You understand that incorrect customer information, scheduling information, or documentation can create significant operational problems.

## Customer Advocacy

You want customers to receive timely communication and professional service.

## Sales Awareness

You recognize opportunities to schedule appointments, recover open estimates, generate reviews, obtain referrals, and strengthen customer relationships.

## Accountability

If you make an error or miss something, you address it, correct it, communicate appropriately, and help prevent the same problem from happening again.

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# This Position May NOT Be Right for You If:

* You prefer waiting for a manager to tell you every task to complete.
* You dislike making outbound phone calls.
* You believe customer follow-up is complete after one unanswered call.
* You regularly leave tasks unfinished.
* You struggle to document your work.
* You prefer transferring difficult customers rather than investigating the issue.
* You are uncomfortable asking customers to schedule service.
* You avoid asking customers for reviews.
* You have difficulty managing several priorities simultaneously.
* You frequently need reminders to complete assigned tasks.

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# Performance Expectations

Performance in this position may be measured using metrics such as:

* Missed-call recovery
* Appointment conversion
* Customer response time
* Appointment confirmation completion
* Follow-up completion
* Overdue customer tasks
* Open estimate follow-up
* Parts-arrival follow-up
* Return-visit scheduling
* Data accuracy
* Review requests
* Reviews generated
* Customer satisfaction
* Referral activity
* Customer issues resolved without unnecessary escalation
* Accuracy and completeness of customer records

We believe clear performance expectations help good employees succeed.

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# Remote Work Requirements

Because this is a remote customer-facing position, candidates must have:

* A reliable computer
* Stable high-speed internet
* A professional and quiet work environment
* A reliable headset
* Backup internet access
* A reasonable backup plan for power interruptions
* The ability to work reliably during the assigned schedule
* The ability to communicate professionally with U.S.-based customers

This position works **Monday through Friday, 7:30 AM to 1:30 PM U.S. Central Time** (6 hours/day). Your shift starts 30 minutes before our office opens, to review overnight email, system updates, and any changes to the day's routes.

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# Ideal Background

Relevant experience may include:

* Customer service
* Appointment scheduling
* Call center operations
* Service business administration
* Home-service companies
* Property management
* Medical scheduling
* Insurance or warranty administration
* Dispatching
* Hospitality
* Customer success
* Sales support
* Administrative coordination

Experience in appliance repair is **not required**.

We would rather hire someone with excellent customer-service judgment, accountability, organization, and follow-through who can learn our industry.

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# Hiring Process

Qualified candidates may complete several steps before an interview:

1. Application review
2. Customer Service & Administrative Coordinator assessment
3. Written customer-service exercise
4. Short voice communication assessment
5. Interview
6. Final skills or paid trial assessment when appropriate

Completing an application does not guarantee an interview.

We use this process because this position plays an important role in our customer experience and business operations.

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# How to Apply

Please submit the requested application information and carefully follow all application instructions.

Candidates selected to continue will receive a link to complete our **Customer Service & Administrative Coordinator Pre-Interview Assessment**.

We are especially interested in candidates who can demonstrate:

**Ownership. Organization. Accuracy. Initiative. Communication. Follow-through.**

If you believe a customer should never have to repeatedly chase a company for an update that the company promised to provide, we would like to hear from you.