Client Success Manager & Operations Specialist (PST Hours)

ABOUT US:
We are a premium home accessibility and aging-in-place service business in Southern California. We serve seniors and adult children and work with referral partners (hospitals, home health agencies, discharge planners, senior communities).

YOUR MISSION:
Convert inbound calls and emails into booked appointments, keep schedules clean, ensure every job/request in Jobber has complete information, and provide a calm, professional client experience.

RESPONSIBILITIES:
- Inbound calls (CSM): Answer inbound calls during your shift and respond to missed calls fast. Use our script to qualify leads, identify scope, and book the next step (assessment/estimate). Send confirmation texts/emails and set expectations.
- Scheduling (Jobber): Create/maintain Requests, Clients, Quotes/Jobs as instructed. Schedule assessments/visits and send reminders. Maintain data hygiene: required fields completed, correct tags, notes summarized accurately.
- Email + Partner Communication: Inbox triage: respond, route, and follow up within SLA. Coordinate with B2B referral partners. Maintain a “referral partner log” and follow-up cadence.
- SOP Documentation: Assist in recording and updating training videos/manuals for all admin processes you handle.
- End-of-shift handoff: send a short summary (open items + tomorrow risks).

REQUIRED QUALIFICATIONS:
- Excellent spoken and written English (clear, professional tone). 2+ years phone-based customer service with US clients.
- Strong scheduling/dispatch discipline and attention to detail. Comfortable learning Jobber and following checklists/scripts exactly. Fast, accurate typing and strong summarization skills.
- Reliable home setup: quiet workspace + headset + stable internet, with a backup plan (mobile hotspot acceptable). Provide your internet speed and backup plan.

TIME COVERAGE:
- 8:00am–4:00pm PST (Manila time: 12:00am–8:00am during standard time). You must follow Los Angeles time year-round, including Daylight Saving Time changes (1-hour shift).

COMPENSATION:
- Base: $8.00 USD/hour
- Raises: +$0.50/hour every 6 months if KPIs and quality standards are consistently met (up to $10.00/hour)
- Performance bonus (monthly): up to $200/month, available upon start of full time employment (paid only if quality gates are met)
- 13th Month Bonus Pay: bonus available for employees in good standing. Equal to 1/12 of total base pay earned in the calendar year, paid in December, prorated; paid only if minimum quality/attendance standards are met

PERFORMANCE METRICS (KPIs):
Responsiveness:
- % of inbound calls answered live during shift
- Missed-call callback time (target SLA: within 5 minutes)
Booking / Follow-through:
- Assessment booking rate from qualified leads
- No-show rate (after reminder sequence)
Jobber accuracy:
- Data completeness (required fields) and audit score
- Zero preventable scheduling conflicts/overlaps
Professionalism & reliability
- Communication quality (calls/emails) per QA reviews
- On-time attendance and punctuality

CONFIDENTIALITY / SECURITY:
You will handle sensitive client information. You must agree to confidentiality and follow our data handling rules (no storing client data outside approved systems).

HIRING PROCESS:
1) Screening call + roleplay
2) Paid trial 1 month at $8/hr base pay (PST hours) before long-term offer

APPLICATION INSTRUCTIONS (required):
Start your message with "Ace Access Homes - PST".
Submit a 2 minute video or voice recording with:
1) Short intro + relevant experience
2) Confirmation you can work 8:00am–4:00pm Los Angeles time (PST/PDT) consistently
3) Your internet speed and backup plan
4) Include why you think you are the best candidate for Ace Access Homes