Operations & Customer Service Coordinator

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)

About the Company

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.

Role Overview

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.

Key Responsibilities

1. Customer Experience & Communication

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.

2. Revenue Generation & Consultation Conversion

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.

3. Operations & Calendar Coordination

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.

4. CRM & Administrative Management

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.

Required Qualifications

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.

Preferred Qualifications & Technology Experience

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.

What We Offer

High-Impact Role: Direct involvement in shaping daily operations and customer experience for a growing business.
Modern Work Environment: Direct access to modern operational tools, custom tech stacks, and cutting-edge AI workflows.
Long-Term Growth: Opportunity to expand responsibilities and income as business volume grows.
Remote Flexibility: Full-time, stable remote employment standard Monday through Friday.

Operations & Customer Service Coordinator - 64576830229