Operations & Customer Service Coordinator

Location: Remote (Full-Time)

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

Compensation: based on experience
Philippines: about $1500$1600/month
South Africa: about $1800$2000/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 solutionsmanaging 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 andcriticallyhelp 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.

• 25 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.

• 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.

Required Experience:

IC