Remote Customer Service Representative

About the role

Join Neat N’ Tidy LLC as a Remote Customer Service Representative, supporting our fast‑growing cleaning operations across multiple U.S. markets. You will ensure every client enjoys a seamless experience before, during, and after each cleaning service, turning potential cancellations into satisfied, recurring customers.

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 reschedules or re‑services with Operations Coordinators.
• 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 and cleaners to identify trends, improve service quality, and ensure punctual clock‑ins.
• Contribute to weekly reports on cleans saved, refunds issued, and customer sentiment.

Required profile

• Minimum 2 years of experience in customer success or customer service.
• Strong empathy, critical thinking, and communication skills.
• Ability to negotiate pricing and resolve issues quickly.
• Detail‑oriented with a focus on maintaining accurate records.

Required skills

• BookingKoala
• Zoho Desk
• Slack
• Google Sheets

What we offer

• Compensation: $4.00 USD per hour (full‑time).
• Two weekend workdays with two consecutive weekdays off.
• Remote work environment.
• Opportunity to grow within a process‑driven, data‑oriented company.