Client & Operations Coordinator

We are looking for a Client & Operations Coordinator with fluent spoken English for a home improvement company in the USA. The role involves being the link between clients, estimators, and teams to ensure smooth communication. Mr Kraken is a company engaged in home repair and improvement. We perform both exterior and interior work including:

• •Fences and decks;
• •Flooring;
• •Walls and painting;
• •Minor repairs;
• •Other interior/exterior projects.

Our clients are Americans, so most communication with clients is conducted in English.

• •Work with incoming requests
• •Accept incoming calls and requests.
• •Determine what work the client needs.
• •If the task is clear, request photos and necessary information, enter everything into CRM, and forward the request to the estimating department.
• •If information is insufficient, schedule a meeting for the client with the estimator for inspection and measurements.
• •Work with clients
• •Answer phone calls, SMS, and emails.
• •Respond to client questions regarding completed estimates: costs, items in the estimate, payments, and other organizational issues.
• •If a technical question arises, obtain information from the estimator or workers and return to the client with an answer.
• •Follow up on sent estimates.
• •Handle basic client objections using prepared scripts.
• •Arrange organizational matters with clients.
• •CRM and work organization
• •Manage clients and projects in GoHighLevel (GHL).
• •Ensure all scheduled work is in the calendar.
• •Check that before starting work, it is clear:
• •what specifically needs to be done;
• •when the work is scheduled;
• •what client wishes exist;
• •whether all necessary information is added;
• •whether the list of required materials is uploaded.
• •See the schedule of teams and record client wishes regarding dates and times.
• •If necessary, contact contractors to clarify organizational issues.
• •Important point: You do not need to calculate the cost of work or understand construction at a specialist level. Estimates are prepared by a separate employee. Technical questions are also passed to the estimator. Your task is to correctly receive information, not lose anything, get an answer from the right person, and complete communication with the client.

• •Schedule: Monday–Saturday 8:00–18:00 Central Time (USA)
• •Work can be done from any country. The main requirement is to be fully available during this time: to take calls, respond to clients, and resolve current issues.
• •Payment: Fixed rate + KPI. We value specific results: clients receive answers, appointments are scheduled, follow-ups are made, CRM is filled, work is in the calendar, and teams have all the necessary information to perform the work.