Operations & Customer Service Coordinator - 64576830229

Location: Remote (Full-Time)

Schedule: Monday – Friday (Los Angeles / Pacific Time Zone Alignment)

Compensation: based on experience
Philippines: about $1,500–$1,600/month
South Africa: about $1,800–$2,000/month

Industry Focus: Custom Window Treatments (Blinds, Shades, Shutters, Drapery)

Our client is a premier custom window treatment company serving residential clients throughout the greater Los Angeles area. We provide end-to-end, high-touch window covering solutions—managing every step of the customer journey from initial inquiry and digital quoting to expert design consultations and final installation.

We pride ourselves on balancing top-tier product quality with exceptional customer care. As a growing business, we utilize modern tools, custom systems, and AI-driven workflows to keep our operations agile, efficient, and customer-focused.

We are seeking an experienced, proactive Operations & Customer Service Coordinator with direct window treatment industry knowledge to own our daily operational and customer-facing workflows.

This is not a traditional passive administration or basic call-answering role. You will be the primary operational backbone and initial brand ambassador for our business. You will manage inbound phone calls, conduct outbound follow-ups, maintain customer relationships, coordinate project calendars, manage our custom CRM, and—critically—help convert high-intent customer inquiries into paid design consultations ($150 fee).

The ideal candidate combines operational discipline, strong communication skills, and a commercially minded approach to customer care.

• Inbound & Outbound Phone Support: Serve as the first point of contact for residential clients across phone (Quo system) and digital communication channels.
• Consultative Communication: Build trust and rapport with homeowners, asking the right discovery questions to understand their window covering needs.
• Professional Representation: Deliver an articulate, high-touch, and reassuring experience that reflects a premium service brand.

• Inquiry Conversion: Educate prospective clients on our custom process, online quoting features, and distinct value proposition.
• Consultation Fee Collection: Confidently introduce, explain, and collect our $150 upfront design consultation fee (which is credited back toward their overall project). Address initial customer hesitation or questions with professionalism.
• Lead Re-engagement: Perform proactive outbound follow-up with past leads, unconfirmed quotes, and open inquiries to keep opportunities moving forward.

• Calendar Management: Own the primary scheduling calendar for design consultations, site measurements, and project milestones.
• Pre-Consultation Prep: Ensure all critical customer preferences, room details, and intake data are collected and attached to appointments prior to scheduled meetings.
• Workflow Ownership: Track outstanding operational tasks, follow up with internal team members and vendors, and prevent customer requests from slipping through the cracks.

• Data Hygiene: Maintain pristine, updated records within our custom proprietary CRM system (entering notes, updating lead statuses, tracking call logs, and setting reminders).
• Process Optimization: Support the business owner in refining administrative workflows to eliminate operational bottlenecks.
• AI Tool Integration: Utilize Claude AI and Google Workspace tools to draft communications, organize documentation, and speed up administrative turnaround times.

• 2–5 years of direct experience in the Custom Window Treatment industry (mandatory). You must understand window covering product types (blinds, shades, shutters, drapery), industry terminology, and general project lifecycles.
• Flawless Spoken & Written English: Excellent verbal clarity, tone, and active listening skills over the phone.
• Proven Inside Sales or Fee-Collection Experience: Comfort with articulating value, asking for payment ($150 fee), and converting inquiries into firm appointments.
• Strong Operational & Scheduling Skills: Deep familiarity with calendar management across multiple time slots and team workflows.
• Technical Aptitude: Experience working with Google Workspace, modern cloud phone systems (e.g., Quo/OpenPhone), custom CRMs, and payment tools.
• Proactive Problem-Solver: Comfortable taking full ownership of tasks, organizing daily priorities independently, and operating effectively in a remote environment.

• Phone Systems: Experience using Quo or similar VoIP platforms.
• AI Productivity Tools: Familiarity using Claude AI or ChatGPT for drafting communications, summarizing notes, or organizing operational tasks.
• Industry Tools: Prior exposure to online estimation tools, custom window treatment price guides, or manufacturer catalogs.