Remote Customer Service Representative

About the role

Join a fast‑growing cleaning company as a Remote Customer Service Representative. You will be the primary point of contact for customers before, during, and after their cleaning appointments, ensuring a seamless and satisfying experience.

Key responsibilities

• Follow up with new and recurring customers after each service to confirm satisfaction.
• Handle inbound messages (calls, emails, texts, tickets) and provide timely, solution‑oriented responses.
• Document client preferences, maintain consistent cleaner assignments, and promote upgrades or re‑bookings.
• Process cancellation and refund requests with empathy, coordinating with Operations Coordinators to reschedule or reassign services.
• Investigate complaints using BookingKoala photos, notes, and time logs before responding.
• Track cancellations, refunds, and re‑service cases in the operations tracker and Slack channels.
• Collaborate with the Operations Manager to identify trends and improve service quality.

Required profile

• Minimum 2 years of customer success or service experience.
• Strong empathy, critical thinking, and communication skills.
• Ability to work independently in a remote environment.
• Detail‑oriented with a focus on customer retention and issue resolution.

Required skills

• Slack
• Zoho Desk
• BookingKoala
• Google Sheets

What we offer

• Compensation at $4.00 USD per hour.
• Full‑time schedule with two weekend days and two consecutive weekdays off.
• Opportunity to contribute to a data‑driven, process‑focused company.