Remote Customer Service Representative

About the role

We are looking for a Remote Customer Service Representative to join our fast‑growing cleaning company. You will be the primary point of contact for customers before, during, and after each cleaning service, 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, coordinate rescheduling with Operations Coordinators, and investigate complaints using BookingKoala data.
• Track cancellations, refunds, and re‑service cases in Slack and operational trackers.
• Collaborate with the Operations Manager and cleaners to identify trends, improve service quality, and contribute to weekly performance reports.

Required profile

• Minimum 2 years of experience in customer success or customer service.
• Strong empathy, critical thinking, and communication skills.
• Ability to work independently in a remote environment and meet performance KPIs.

Required skills

• BookingKoala
• Zoho Desk
• Slack
• Google Sheets

What we offer

• Full‑time remote position with a consistent schedule (6 AM – 10 PM MT, two weekend days).
• Hourly compensation of $4.00 USD.
• Opportunities for growth within a data‑driven, process‑focused company.