Remote Customer Service Representative

About the role

Neat N’ Tidy LLC is seeking a Remote Customer Service Representative to join its Operations team. You will be the primary point of contact for customers before, during, and after cleaning services, ensuring a seamless and satisfying experience.

Key responsibilities

• Follow up with new and recurring customers after each service to confirm satisfaction.
• Handle inbound communications (calls, emails, texts, tickets) and provide timely, solution‑oriented responses.
• Build long‑term relationships by documenting preferences and maintaining consistent cleaner assignments.
• Promote upgrades, upsells, and re‑bookings by explaining promotions and discounts.
• Process cancellation and refund requests with empathy, coordinating rescheduling or re‑service as needed.
• 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 Operations Manager and cleaners to identify trends, improve service quality, and ensure punctual clock‑ins.
• Contribute to weekly operational reports highlighting saved cleans, refund totals, and customer sentiment.

Required profile

• Minimum 2 years of experience in customer success or customer service (BPO, cleaning, logistics, healthcare, etc.).
• Strong empathy, critical thinking, and communication skills.
• Ability to work independently in a remote environment while meeting response‑time targets.

Required skills

• Proficiency with BookingKoala.
• Experience using Zoho Desk for ticket management.
• Familiarity with Slack for internal communication.
• Competence in Google Sheets for data tracking.

What we offer

• Compensation: $4.00 USD per hour.
• Full‑time schedule with one weekend day.
• Remote work with flexible hours within the 6 AM – 10 PM MT window.
• Opportunity to impact customer satisfaction and retention in a fast‑growing cleaning company.