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Service Operations Coordinator

Service Operations Coordinator

Cherry AssistantWorkFromHome, South Africa
2 days ago
Job description

Service Operations Coordinator

Join to apply for the Service Operations Coordinator role at Cherry Assistant . We are hiring a Service Operations Coordinator for a property maintenance and home services company in the property management industry. This full‑time remote role supports a Michigan‑based client’s residential and commercial maintenance services.

Key Responsibilities

  • Serve as the primary point of contact for customers via phone, email, and messaging platforms.
  • Receive and manage inbound work requests, ensuring accurate details and timely responses.
  • Schedule, dispatch, and coordinate maintenance technicians based on job priority, location, skill set, and availability.
  • Communicate daily with field staff to confirm appointments, relay updates, and resolve scheduling issues.
  • Prepare and deliver service estimates / quotes using predefined templates and service pricing tools.
  • Generate invoices; ensure accurate job costing and timely follow‑ups on payments.
  • Create and manage work orders within the field service software; update job statuses and documentation in real time.
  • Respond to inbound marketplace leads (e.g., Thumbtack, Angi) and maintain professional profiles and reviews.
  • Communicate job details, changes, progress, and material needs between customers and technicians.
  • Track job status, update records / notes, and ensure data accuracy across systems.
  • Escalate urgent requests, emergencies, or customer issues and coordinate resolutions.
  • Maintain customer satisfaction by handling inquiries and complaints professionally and empathetically.
  • Support operational reporting, data entry, and administrative coordination as needed.
  • Provide after‑service follow‑ups and gather feedback to improve customer experience.

Required Qualifications

  • 2+ years of experience in an operations, dispatch, or service coordination role.
  • 2+ years of experience managing and understanding CRM systems specific to field service or dispatching, like Housecall Pro.
  • 2+ years managing inbound leads from marketplaces such as Thumbtack.
  • Excellent written and verbal English; professional phone etiquette and active listening skills.
  • Strong multitasking, time‑management, and problem‑solving abilities in a fast‑paced environment.
  • Comfort working US business hours (Eastern Time) and collaborating with a US‑based team.
  • Experience preparing estimates / quotes and handling invoices for service jobs.
  • Experience working with contractors and understanding of handyman services or general maintenance workflows.
  • Experience in property management or property maintenance operations.
  • Experience handling customer service communication in a US business environment.
  • High attention to detail with an ability to follow established workflows and SOPs.
  • Must be based in South Africa.

    • Preferred Qualifications

  • Prior experience in property maintenance, home services or facilities management.
  • Familiarity with US marketplaces (e.g., Thumbtack, Angi) and reputation management.
  • Experience with estimating tools (e.g., Homewyse) and field service best practices.
  • Prior experience managing technician calendars and routes.

    • Required Skills & Tools

  • QuickBooks Online (invoicing, payments).
  • Field service software (Housecall Pro or similar).
  • Thumbtack, Angi (Angie's List), and related lead platforms.
  • Google Workspace (Gmail, Calendar, Sheets / Docs).
  • CRM or job management system proficiency.
  • VoIP phone systems (e.g., RingCentral, Nextiva) and call / text handling.

    • Schedule & Pay

  • Full‑time position; Monday to Friday, 9 : 00 a.m. – 5 : 00 p.m. Eastern Time; occasional pre‑scheduled Saturday coverage as needed.
  • Fully remote role for a Michigan‑based client.
  • R14,000 – R16,000 per month, depending on experience.
  • Includes onboarding / training, clear SOPs, and growth potential based on performance.

    • System Requirements

  • Internet speed of at least 20 Mbps upload and download.
  • Computer with a 2.4 GHz processor or higher.
  • 8 GB of RAM or higher.
  • Windows 10 or newer, or Mac OS X 10.10 or newer.
  • HD 720p webcam.
  • Headset with microphone.
  • Competitive pay rates.
  • Consistent hours and predictable workload.
  • Fully remote work with long‑term potential.
  • Direct collaboration with the client's maintenance operations team, making a real impact.
  • Supportive and inclusive work environment.
  • Opportunity to grow alongside a scaling property maintenance program.

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