Remote Operations Coordinator & Lead Conversion Specialist

U.S. Home Service / Painting Company | Full-Time Remote

We are a growing U.S.-based painting company looking for a highly organized, proactive Remote Operations Coordinator to become a key part of our day-to-day operations.

This is not a basic virtual assistant position. We are looking for someone who can take ownership, solve problems, communicate professionally with customers and crews, and make sure jobs move smoothly from the moment they are sold through final payment and a 5-star review.

The right person will also be responsible for quickly responding to leads from one specific lead source and converting those leads into scheduled estimates on our calendar.

Lead Conversion

You will be responsible for managing leads from a designated lead source.
Responsibilities include:

-Respond quickly to every new lead during designated business hours
-Call and text leads to establish contact
-Follow up consistently with leads who do not initially respond
-Qualify the opportunity and schedule estimates on our sales calendar
-Keep accurate records of every lead and its current status
-Track lead-to-estimate conversion rate
-Work to continually improve the percentage of leads converted into appointments

This role requires someone who is comfortable on the phone, persistent without being pushy, and motivated by results.

Sold Job ? Installation Ownership

Once one of our sales representatives sells an estimate and converts it into a job, you take ownership of coordinating the job through installation and completion.

You will:

-Review every newly sold job for accuracy and completeness
-Confirm the initial deposit has been collected
-Communicate with the customer after the sale
-Obtain paint/color selections
-Confirm job details and expected timing
-Upload jobs into HeyPros
-Coordinate subcontractor bidding and assignment
-Assign the appropriate subcontractor or in-house painter
-Coordinate availability between the customer, subcontractors and our in-house painters
-Establish and confirm job start dates
-Make sure everyone involved knows where they need to be and when
-Keep the job schedule and CRM completely up to date

Job Planning & Production

You will help determine what each project should require before it begins.

This includes:

-Reviewing the scope of work
-Determining the expected number of man-days
-Estimating expected labor requirements
-Reviewing expected material and paint costs
-Making sure jobs are set up to meet our gross-profit targets
-Identifying potential issues before production begins
-Making sure the assigned crew understands the scope
-Confirming paint and materials are ready for the project
-Keeping jobs moving according to schedule

You don't need to physically know how to paint, but you must be willing to learn how a professional painting company operates so you can understand labor, materials, production timelines and job profitability.

Customer Communication

You will become the customer's main point of contact after the sale so our sales representatives can remain focused on selling.

You will:

-Introduce yourself after the project is sold
-Keep customers informed about scheduling and next steps
-Answer routine questions
-Coordinate colors, start dates and project logistics
-Handle concerns professionally
-Communicate with crews when customers need something
-Escalate issues to management when necessary
-Make customers feel that someone is actively managing their project

Our goal is for the customer to always know who to contact and what happens next.

Payments & Job Completion

You will make sure the administrative and financial side of every job is completed properly.

This includes:

-Confirming initial deposits are received before scheduling
-Tracking outstanding customer balances
-Making sure final invoices are sent
-Following up until final payment is collected
-Confirming jobs are properly closed out in our systems
-Following up with customers after completion
-Asking satisfied customers for a 5-star review
-Tracking review results

CRM & Operations Management

You will help keep the entire operation organized.

Responsibilities include:

-Maintaining accurate information in Housecall Pro
-Maintaining job and lead tracking spreadsheets
-Keeping customer information, job statuses and schedules current
-Making sure no sold job or customer request falls through the cracks
-Tracking deposits, balances, start dates, completion dates and reviews
-Communicating with sales representatives, painters and subcontractors
-Following company SOPs and checklists
-Identifying problems before they become emergencies

Helping management improve processes as the company grows

Who We're Looking For

We want someone who is:

-Extremely organized
-Excellent at written and spoken English
-Confident speaking with U.S. customers by phone
-Comfortable making outbound calls
-Strong at converting leads into appointments
-Detail-oriented
-Proactive rather than waiting to be told what to do
-Comfortable managing multiple jobs at the same time
-Good at solving scheduling problems
-Comfortable holding people accountable
-Professional with customers
-Comfortable working with spreadsheets and CRMs
-Able to learn new software quickly
-Comfortable working independently
-Motivated by measurable results
-Looking for a long-term position with a growing company

Preferred Experience

Experience in any of the following is a major plus:

-Home-service companies
-Painting or construction
-Roofing, HVAC, plumbing or remodeling
-Project coordination
-Operations management
-Dispatching or scheduling
-Lead conversion / appointment setting
-Customer service
-Housecall Pro
-HeyPros
-Google Sheets / Excel

How Success Will Be Measured

Your performance will be measured by results, including:

-Lead-to-estimate conversion rate
-Speed of response to new leads
-Accuracy of Housecall Pro and job records
-Jobs scheduled without unnecessary delays
-Accurate coordination of customers and crews
-Job labor and material planning
-Deposits collected before scheduling
-Final balances collected promptly
-Customer communication and satisfaction
-Percentage of completed jobs resulting in 5-star reviews
-Number of operational problems caught and solved before they affect the customer

The Person Who Will Excel in This Position

We are looking for someone who eventually knows the status of our operation without the owner needing to ask.

-If a customer hasn't selected colors, you are following up.
-If a deposit hasn't been paid, you know about it.
-If a subcontractor hasn't confirmed a start date, you're contacting them.
-If a job doesn't have enough information, you're getting it.
-If a crew is running behind, you're coordinating the schedule.
-If a final balance is outstanding, you're following up.
-If a happy customer hasn't left a review, you're asking for one.
-And when a new lead comes in, you're working to get that opportunity onto our estimate calendar.

The goal of this position is simple:

Keep the operation organized, keep customers informed, keep crews scheduled, keep jobs moving, and make sure nothing falls through the cracks.

We want someone who takes genuine ownership of that responsibility and wants to grow with the company long-term.