CPT-11370 Customer Service & Operations Coordinator

20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.

An established electrical contractor serving residential and commercial customers in Ottawa, Canada is seeking a full-time Customer Service & Operations Coordinator to provide front-office customer service and back-office administrative support.

The VA will provide consistent phone coverage throughout the business day, receive and process new leads, gather customer information, coordinate sales appointments and site visits, and follow up with customers throughout the service process. The role will also support repeatable operational workflows such as permit applications and final inspection coordination.

The client is primarily seeking a candidate with strong customer service and administrative/office support experience. Previous construction or home services experience is a plus but is not required, as the client is prepared to train the VA on its electrical-specific processes and terminology.

The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.

Contractors will be required to provide services that align with the following client tasks:

• Answer inbound customer calls throughout the scheduled shift
• Receive and process new leads from phone, email, and online submissions
• Gather initial customer and project information
• Follow up with customers to collect additional information when required
• Maintain accurate customer and lead records
• Provide professional and responsive customer service
• Escalate technical electrical questions to the appropriate internal team member

• Coordinate sales calls, site visits, and assessments
• Schedule appointments based on sales team and customer availability
• Follow up with new leads and prospective customers
• Support outbound calling and appointment setting as the role develops
• Maintain organized follow-up activities within company systems

• Follow up with customers after completed work
• Thank customers for their business and confirm satisfaction
• Request customer reviews using approved processes
• Track outstanding post-service follow-ups
• Escalate customer concerns when necessary

• Prepare and submit repeatable electrical permit applications following established procedures
• Maintain accurate permit records and status information
• Coordinate final inspections between customers and inspectors
• Follow up on outstanding permit or inspection requirements
• Maintain organized documentation for completed projects

• Perform general data entry and back-office administrative tasks
• Maintain accurate information within Simpro and other company systems
• Assist with email and documentation management
• Support recurring operational workflows
• Complete additional administrative projects as assigned

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

• Previous customer service experience required
• Administrative or back-office support experience required
• Experience answering business phone lines and communicating directly with customers required
• Scheduling or appointment coordination experience preferred
• CRM or field service management software experience preferred
• Construction, electrical contracting, home services, or project coordination experience is a plus but not required
• Strong written and verbal English communication required
• Native or near-native English speaking ability required

• Excellent customer service and phone communication skills
• Professional, friendly, and confident speaking with customers
• Highly organized with strong follow-through
• Comfortable balancing phone coverage with administrative work
• Proactive and able to work independently
• Detail-oriented when handling customer and permit information
• Comfortable learning technical terminology and repeatable construction processes
• Able to transition between customer-facing and back-office responsibilities throughout the day

• Simpro (training provided)
• Pipedrive (training provided)
• Quo VoIP (training provided)
• Microsoft Outlook
• Microsoft 365
• Slack
• CRM / Field Service Management Platforms

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: 8:00 AM – 4:00 PM EST

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior, and Advanced Level
• Contracted Hours per Week: 40 hours/week
• Daily Working Time: 8:00 AM – 4:00 PM EST
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A-B (Native or Near-Native English-Speaking Accent Required)
• REGION PREFERENCES: Any