Service Operations Coordinator

We are hiring an Service Operations Coordinator for a property maintenance and home services company in the property management industry. This is a full-time remote role for a Michigan-based client that manages residential and commercial maintenance services. The role focuses on managing inbound service requests, scheduling, coordinating and dispatching technicians, coordinating customer communications, preparing estimates, handling invoicing, and supporting daily operations.The ideal candidate is highly organized, calm under pressure, tech-savvy, proactive, and customer-focused, with excellent English communication skills and an ability to manage multiple priorities in a fast-moving environment.Key Responsibilities:Serve as the primary point of contact for customers via phone, email, and messaging platformsReceive and manage inbound work requests, ensuring accurate details and timely responsesSchedule, dispatch, and coordinate maintenance technicians based on job priority, location, skill set, and availabilityCommunicate daily with field staff to confirm appointments, relay updates, and resolve scheduling issuesPrepare and deliver service estimates/quotes using predefined templates and service pricing toolsGenerate invoices; ensure accurate job costing and timely follow-ups on paymentsCreate and manage work orders within the field service software; update job statuses and documentation in real timeGenerate invoices and follow up on pending payments to ensure timely collectionRespond to inbound marketplace leads (e.g., Thumbtack, Angi) and maintain professional profiles and reviewsCommunicate job details, changes, progress, and materials needs between customers and techniciansTrack job status, update records/notes, and ensure data accuracy across systemsEscalate urgent requests, emergencies, or customer issues and coordinate resolutionsMaintain customer satisfaction by handling inquiries and complaints professionally and empatheticallySupport operational reporting, data entry, and administrative coordination as neededProvide after-service follow-ups and gather feedback to improve customer experienceRequired Qualifications:2+ years of experience in an operations, dispatch, or service coordination role2+ years of experience managing and understanding CRM systems specific to field service or dispatching, like Housecall Pro or similar, and the ability to maintain accurate records2+ years managing inbound leads from marketplaces like Thumbtack or similarProven experience managing daily schedules/calendarsExcellent written and verbal English; professional phone etiquette and active listening skillsStrong multitasking, time-management, and problem-solving abilities in a fast-paced environmentComfort working US business hours (Eastern Time) and collaborating with a US-based teamExperience preparing estimates/quotes and handling invoices for service jobsExperience working with contractors and understanding of handyman services or general maintenance workflowsExperience in property management or property maintenance operationsExperience handling customer service communication in a U.S. business environmentHigh attention to detail with an ability to follow established workflows and SOPsMust be based in South AfricaPreferred Qualifications:Prior experience in property maintenance, home services or facilities managementFamiliarity with US marketplaces (e.g., Thumbtack, Angi) and reputation managementExperience with estimating tools (e.g., Homewyse or similar) and field service best practicesPrior experience managing technician calendars and routesRequired Skills & Tools:QuickBooks Online (invoicing, payments)Field service software (Housecall Pro or similar field service management software)Thumbtack, Angi (Angie's List), and related lead platformsGoogle Workspace (Gmail, Calendar, Sheets/Docs)CRM or job management system proficiencyVoIP phone systems (e.g., RingCentral, Nextiva) and call/text handlingSchedule & Pay:Full-time position; Monday to Friday, 9:00 a.m. – 5:00 p.m. Eastern Time; occasional pre-scheduled Saturday coverage as neededFully remote role for a Michigan-based clientR14,000 - R16,000 per month depending on experienceIncludes onboarding/training, clear SOPs, and growth potential based on performanceSystem Requirements:Internet speed of at least 20 Mbps upload and downloadComputer with a 2.4 GHz processor or higher8 GB of RAM or higherWindows 10 or newer, or Mac OS X 10.10 or newerHD 720p webcamHeadset with microphoneBenefits:Competitive pay ratesConsistent hours and predictable workloadFully remote work with long-term potentialDirect collaboration with the client's maintenance operations team, making a real impactSupportive and inclusive work environmentOpportunity to grow alongside a scaling property maintenance program