Customer Support & Appointment Setter (Remote, ET overlap) — Standard Fencing (Toronto, Canada)

Customer Support & Appointment Setter (Remote, ET overlap) — Standard Fencing (Toronto, Canada)

Base Pay: PHP 375 per hour (~$6.40 USD/hr for reference only)
Status: Full-time, year-round (minimum 40 hrs/week)

Illustrative monthly: ---------- hrs): PHP 60,000 (USD is an anchor only; all pay in PHP)
Premiums: +PHP 40/hr for qualifying ET late-night hours and weekend shifts (details below)

Coverage Window: 8:00 AM – 9:00 PM Eastern Time (ET)
English: Excellent (spoken + written)
Experience: 1–3+ years CSR/VA/Appointment Setting preferred (GoHighLevel required or fast learner)

About Standard Fencing

We’re a fast-growing residential fencing company in Toronto (GTA). We win on speed-to-lead, friendly service, and clean CRM notes. You’ll help homeowners get a quick ballpark via our Instant Estimator and then book site inspections.

What You’ll Do (Primary)

Reply to inbound SMS/email quickly, guide prospects through the Instant Estimator, and book/confirm/reschedule site inspections.

Keep GoHighLevel spotless: correct stage/tag, 2–3 bullet notes (need, constraint, next step), zero duplicates.

Protect the calendar (buffers, no double-booking); follow reminder/no-show steps.

Daily EOD summary: completions, blockers, tomorrow’s top 3, mini-metrics.

What You’ll Do (to maintain 40 hrs/week in mid/slow seasons)

Lead-recovery passes (stale quotes), neighbor-lead capture/callbacks.

Review requests, basic content/admin (photo sorting, testimonial logs).

List cleanup/enrichment in GHL, template/snippet upkeep, simple Zapier/Make tasks.

Weekly KPI roll-up + “one problem, one proposal.”

Must-Haves

Strong spoken + written English; warm, clear, concise on calls/text.

Reliable internet + quiet workspace; typing 50+ WPM.

Comfortable with Gmail, Google Sheets/Docs; follows SOPs; detail-oriented.

GoHighLevel experience (or show fast learning in a paid trial).

Nice-to-Haves

Zapier/Make basics; BPO/CSR or field-service scheduling background.

Seasonal Coverage & Weekend Rules

(You are full-time all year; “coverage” is the live customer-contact portion inside 8am–9pm ET. Remaining hours go to the back-office tasks above.)

Busy Season (March–June): 8 hours/day coverage. Weekends mandatory.

Mid Season (July–September): 6 hours/day coverage. Saturdays mandatory.

Slow Season (October–February): 4 hours/day coverage. No mandatory weekends (optional by agreement).

Coverage = hours actively handling live customer contact within the ET window.

Overtime, Premiums, Pay Schedule & Benefits

Overtime (Busy Season only, optional):

1.5× base rate for hours >44 up to 60 per week

2.0× base rate for hours >60 per week

ET / Weekend Premium: +?40/hr added to base for:

Any weekend hours worked (Busy Season Sat/Sun; Mid Season Saturdays; optional Slow Season weekends if scheduled), and

Any late-night PH hours within the ET window (10:00 PM – 6:00 AM PH time)
Premium applies only to hours falling in those windows; OT multipliers apply to the base rate; premium is added on top.

Pay frequency: Weekly for the first 4 weeks, then bi-weekly.

13th-Month Pay: Provided after 12 months of continuous service (pro-rated in first/partial years).

Quarterly Bonuses: Eligible after 6 months, tied to SLA, kept-inspection lift, and CRM hygiene.

Profit Sharing: Eligible after 12 months.

Cost-of-Living Adjustment (COLA)

Eligibility: Available after 12+ months of continuous employment.

Formula: Annual COLA equals the 12-month Philippine headline inflation rate (average inflation for the prior calendar year as published by the Philippine Statistics Authority).

Effective date: COLA applies to the base hourly rate on the first payroll of January each year.

COLA is separate fro ---------- rit increases, promotions, and market adjustments. Premiums/OT rates do not automatically change unless announced.

Compensation Summary (simple)

Base: PHP 375/hr (~$6.40 USD/hr for reference only)

Illustrative monthly ---------- hrs: ~PHP 60,000

Plus: PHP 40/hr premium for qualifying weekend and late-night PH hours within the ET window

Plus (Busy Season): OT at 1.5× (44–60 hrs) and 2.0× (>60 hrs)

Plus: Annual COLA (eligible after 12+ months; January first payroll)

How to Apply (all required)

90-second voice note: introduce yourself and read this line naturally:
“Hi! Thanks for contacting Standard Fencing. I’ll send our instant estimator link now so you can get a quick ballpark, then I’ll help you book a site inspection.”

Speedtest screenshot + your local time and your available ET hours for Busy/Mid/Slow seasons.

Typing test screenshot (WPM).

Write a 3-line SMS reply to a price-shopper who asks: “Just give me a ballpark?”

(Optional) Brief proof of GoHighLevel experience; note any Zapier/Make basics.