Administrative & Customer Experience Coordinator (Phone + Follow-Up + Marketing Support) Spanish a Plus

About the Role

We’re a growing home-services business serving Long Island, NY. We’re hiring a remote Administrative & Customer Experience Coordinator to manage the front line of communication: inbound phone calls, email inquiries, and customer follow-up.

Inbound volume is not nonstop—so when communications are lighter, you’ll also help with marketing/creative support and simple improvements that help the business grow (social posts, review requests, organizing before/after photos, basic promos).

Spanish speaking is a big plus because a large portion of our field team is Spanish-speaking, and you’ll occasionally help communicate schedules/details to the crew.

Key Responsibilities
1) Inbound Calls, Email, and Customer Follow-Up (Top Priority)
- Answer inbound calls professionally and confidently (customer-first tone)
- Capture customer details, understand the request, and book estimates/appointments
- Respond to website leads and emails quickly and clearly
- Follow up consistently with:
New leads who haven’t booked
Customers after estimates to secure the job
Customers after service for satisfaction + review requests
- Maintain clean, accurate notes so nothing falls through the cracks

2) Scheduling + Internal Coordination
- Manage the schedule/calendar for estimates and jobs
- Send confirmations and reminders (templates provided)
- Coordinate updates with the owner/field team as needed
- Communicate job details to the crew through approved channels (text/WhatsApp, etc.)
- If bilingual: help translate key job details to/from Spanish when needed

3) Admin + Organization
- Keep customer info organized in our system (CRM/spreadsheet)
- Track lead status: new ? contacted ? scheduled ? pending ? booked ? completed
- Invoice/admin support as needed (depending on experience and workflow)
- Improve templates, checklists, and standard replies over time

4) Marketing + Creative Support (When Communication is Light)
- Collect/organize before-and-after photos from the field team
- Help with basic social media posting and message replies
- Create simple promo materials in Canva (flyers, service promos, seasonal specials)
- Send review requests and help build our online presence
- Track basic weekly metrics (calls/leads booked/reviews gained)

Required Qualifications
- Fluent English (spoken + written) — you will be speaking with U.S.-based customers
- Strong phone presence: friendly, professional, confident
- Extremely organized and reliable (follow-up is everything in this role)
- Comfortable with tech: email, calendars, spreadsheets, basic apps
- Able to work U.S. Eastern Time schedule consistently
- Comfortable making outbound follow-up calls (warm leads/customers)

Preferred (Big Plus)
- Spanish speaking (conversational or fluent)
- Experience supporting a U.S.-based service business (home services a plus)
- Familiarity with CRMs/scheduling tools (Jobber, Housecall Pro, etc.)
- Canva/social content experience

Remote Work Requirements
- Reliable high-speed internet and a dependable computer
- Quiet workspace suitable for professional phone calls
- Headset required for call quality
- Ability to learn and follow call scripts, workflows, and follow-up standards

How to Apply
Please send:
1) Your resume
2) Your availability (hours/time zone)
3) Are you able to work U.S. Eastern Time hours? (Yes/No)
4) Are you bilingual English/Spanish? If yes, level: basic / conversational / fluent
5) (Optional but preferred) A short writing sample:
- Reply to this: “Hi, I’m looking for an estimate. How much does it cost?”
6) 30–60 second voice recording introducing yourself (helps us evaluate phone presence)