Customer Operations Assistant- 59394022454

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Role: Customer Operations Assistant

Priority Location: South Africa

Working Hours: Monday–Friday  EST

Salary Range: $1200-1700 per month (The final offer is at the client’s discretion and depends on the candidate’s interview result, skills, and experience.)

Type of contract: Independent Contractor 

About the Role

A growing, owner-operated home services company is seeking a highly organized and detail-oriented Customer Operations Assistant to support customer intake, CRM management, follow-up coordination, and recurring administrative workflows.

This is not a traditional SDR or high-pressure sales role. The primary objective is to keep the CRM and supporting processes organized, current, and moving so the owner can focus on pricing, customer conversations, and business growth.

Key Responsibilities: 

• Monitor and organize inbound leads from website forms, referrals, Google Local Services Ads, social media, and other channels.
• Review lead details, including project type, location, timeline, photos, and customer notes.
• Perform light research on properties and addresses using public tools such as Zillow, Redfin, Google Maps, and county property records.
• Apply owner-defined lead scoring and prioritization criteria.
• Identify missing information and prepare follow-up drafts to gather additional details.

• Maintain accurate CRM records, including stages, notes, reminders, tasks, and follow-up dates.
• Merge duplicate records and ensure consistent tagging and naming conventions.
• Track active leads, stale opportunities, open quotes, contracts, deposits, color selections, scheduling items, and post-project follow-up.
• Prepare daily or weekly pipeline summaries for the owner.

• Draft customer emails and text messages using approved templates and tone guidelines.
• Prepare follow-up messages for warm leads, stale leads, open quotes, unsigned contracts, deposits, and collections.
• Build prioritized call and action lists for the owner with relevant context and recommended next steps.
• Track communication status and outstanding follow-up actions.

• Coordinate consultations and project scheduling once fit and direction are confirmed.
• Send appointment confirmations, reminders, and rescheduling notices.
• Track contract execution, deposit collection, color approvals, and scheduling readiness.
• Flag any customer situations requiring owner attention.

• Organize project photos and notes.
• Prepare simple social posts based on owner-provided content and direction.
• Monitor inbound social messages and route new inquiries into the lead process.
• Maintain lists of referral partners, vendors, and outreach contacts.

• Document recurring tasks into simple checklists and SOPs.
• Maintain operating routines for CRM cleanup, follow-up tracking, review requests, and photo organization.
• Suggest practical improvements to existing workflows.

Qualifications:

• 2+ years of experience in operations support, administrative coordination, CRM management, or customer support.
• Strong written English communication skills.
• Experience using CRM systems such as GoHighLevel, HubSpot, Salesforce, or similar.
• Exceptional organizational skills and attention to detail.
• Comfortable working with structured processes and recurring tasks.
• Ability to work independently and escalate issues appropriately.