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 their cleaning service, ensuring a seamless and satisfying experience.

Key responsibilities

• Follow up with new and recurring customers after each service to confirm satisfaction.
• Manage inbound messages (calls, emails, texts, tickets) and provide timely, solution‑oriented responses.
• Build long‑term relationships with recurring clients, document preferences, and maintain consistent cleaner assignments.
• Promote upgrades, upsells, and re‑bookings by explaining promotions and discounts.
• Handle cancellation and refund requests professionally and work with Operations Coordinators to reschedule or reassign cleanings.
• Investigate complaints using BookingKoala photos, notes, and time logs before responding.
• Track and report 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.
• Maintain accurate records in BookingKoala and Google Sheets for each customer interaction.

Required profile

• Minimum 2 years of experience in customer success or customer service (BPO experience preferred).
• Strong empathy, critical thinking, and problem‑solving abilities.
• Excellent written and verbal communication skills.
• Ability to work independently in a remote environment while meeting response‑time targets.

Required skills

• BookingKoala
• Zoho Desk
• Slack
• Google Sheets

What we offer

• $4.00 USD per hour, full‑time schedule.
• Two weekend days required, with two consecutive weekdays off.
• Remote work with flexible hours within the 6 AM – 10 PM MT operating window.
• Opportunity to contribute to a data‑driven, process‑focused company.