Customer Success And Operations Coordinator

Job description / Role

About this role

We're seeking a highly organized and personable Customer Success & Operations Coordinator to serve as the operational backbone of our business. This multifaceted role combines customer service excellence with critical behind-the-scenes coordination—you'll be the friendly voice customers hear first, while also managing permits, scheduling utility locates, coordinating appointments, collecting payments, gathering reviews, and supporting our sales team with administrative tasks. The ideal candidate thrives in a dynamic environment, enjoys variety, and takes pride in keeping multiple priorities moving smoothly from initial customer contact through project completion.

Key responsibilities

1. Customer service & phone support
- Answer and direct incoming calls and emails
- Provide product and service information to potential and current customers
- Schedule appointments and consultations for the sales team with attention to logistics and availability
- Maintain a friendly, professional tone in all interactions
- Collect final payments and follow up on past due balances

2. Permit & utilities management
- Research, prepare, and submit permit applications based on municipal guidelines
- Communicate with city and county offices regarding permitting requirements
- Schedule utility locates in advance of project installation dates to prevent delays

3. Review & feedback collection
- Compile lists of completed jobs and contact clients to request feedback and online reviews
- Guide clients through the review submission process and follow up if needed

4. Administrative & sales operations
- Support the owners and sales staff with administrative follow-ups and task tracking
- Maintain accurate digital records of customers, jobs, permits, and communications
- Help build needed spreadsheets

5. Social media/marketing
- Collect photos and post to social media accounts
- Research and suggest different market strategies that may help build brand awareness

Requirements

Advanced English (C1/C2)

Experience: 2+ years in customer service, administrative support, or office coordination role

Technical skills: Proficient in Microsoft Office/Google Workspace (especially Excel/Sheets); comfortable learning new CRM and project management software

Organization: Strong multitasking abilities with keen attention to detail and ability to manage competing priorities

Problem-solving: Self-starter who can navigate municipal websites, research requirements, and find solutions independently

Industry knowledge: Previous experience with permitting processes or construction/trades industry preferred but not required

Marketing aptitude: Basic social media knowledge and comfort with photo collection/posting