Operations & Sales Assistant - 21222

Customer Service & Sales Representative – Second Shift

Location: Remote – Latin America or South Africa
Schedule: Second Shift – approximately 1:00 PM–9:00 PM Central Time, with weekend coverage
Preferred Schedule: Tuesday–Saturday
Experience: Approximately 4–8 years in a relevant customer-facing role, ideally supporting U.S.-based customers

About Our Client

Our client is a growing electrical services company with an expanding home service division serving residential customers.

The company has reached an important stage of growth within its home services operation. The division currently has approximately  nine field technicians , creating a growing volume of inbound customer inquiries, service requests, estimates, appointments, and administrative work.

As field capacity has expanded, the customer service infrastructure supporting those technicians also needs to scale.

Currently, a single U.S.-based Customer Service Representative manages much of the customer-facing workload. While this structure has supported the business to date, increasing demand means the existing CSR is reaching capacity.

One of the company's largest opportunities is extending customer coverage beyond traditional working hours.

A significant number of prospective customers discover our client through channels such as  Google Ads and call during the late afternoon, evening, and weekends. Calls coming in between approximately 4:00 PM and 7:00 PM, as well as weekend inquiries, are not always captured immediately.

For a home services company, response time matters. Customers experiencing an electrical issue or looking for service may simply contact the next provider if their initial call is not answered.

The client is therefore expanding its customer service team by adding a dedicated second-shift professional who can capture these opportunities while also proactively helping the company convert existing quotes into booked work and collect outstanding accounts receivable.

About the Role

We are looking for an experienced, proactive  Customer Service & Sales Representative to support its growing home service division.

This position will operate primarily as the company's  second-shift CSR , extending customer coverage into the afternoon and evening while also providing weekend support.

However, this is not purely an inbound call-answering position.

The successful candidate will be responsible for three major areas of the customer lifecycle:

1. Capturing new inbound opportunities
Answering customer calls and converting inquiries into scheduled appointments.

2. Converting outstanding quotes
Proactively following up with customers who have already received estimates but have not yet moved forward.

3. Supporting accounts receivable collections
Following up professionally with customers who have outstanding invoices or unpaid balances.

The ideal candidate therefore combines the service mindset of an excellent CSR with the commercial instincts of a salesperson.

You should be comfortable answering the phone and helping a customer, but equally comfortable picking up the phone proactively, following up on a quote, addressing hesitation, asking for the business, and moving an opportunity toward a confirmed booking.

This position will work closely with the client's existing U.S.-based CSR and broader home services team.

Key Responsibilities

Inbound Customer Service & Lead Management

• Serve as a primary point of contact for customers during second-shift hours.

• Answer incoming customer calls professionally, promptly, and confidently.

• Capture new inquiries generated through Google Ads and other lead-generation channels.

• Understand the customer's reason for contacting Equality Electric and gather all required information.

• Determine the appropriate next step based on the customer's service requirements.

• Ensure prospective customers receive a fast response rather than waiting until the following business day.

• Provide professional and helpful customer service throughout every interaction.

• Represent Equality Electric as a knowledgeable and trustworthy extension of its U.S.-based team.

Appointment Scheduling

• Convert qualified inbound inquiries into scheduled service appointments.

• Book customer appointments directly into  FieldPulse CRM .

• Gather accurate customer, property, and service information before scheduling.

• Confirm appointment details and expectations with customers.

• Ensure technicians receive accurate information regarding scheduled work.

• Maintain clean and accurate scheduling records.

• Help maximize utilization of The client's growing field technician team.

Quote Follow-Up & Sales Conversion

A major component of this role will be proactively converting existing opportunities into revenue.

The client currently does not have a dedicated process or team member consistently following up with customers who have received quotes but have not booked.

The successful candidate will:

• Review outstanding and unconverted customer quotes.

• Proactively contact customers to follow up on previously issued estimates.

• Determine why a customer has not yet moved forward.

• Answer questions regarding proposed work and next steps.

• Build rapport and confidence with prospective customers.

• Address reasonable objections or concerns.

• Create urgency where appropriate.

• Consistently follow up on open opportunities.

• Ask customers for the business and guide them toward booking.

• Schedule approved work once the customer is ready to proceed.

• Maintain accurate notes regarding quote status and follow-up activity.

• Help create a repeatable quote-conversion process for the business.

This portion of the role requires someone comfortable being  proactive rather than reactive .

The ideal candidate will not simply wait for the phone to ring; they will actively identify revenue opportunities sitting within the existing pipeline and work to convert them.

Accounts Receivable Follow-Up

The representative will also provide support around outstanding customer balances.

Responsibilities will include:

• Review accounts with unpaid or outstanding invoices.

• Contact customers professionally regarding payment.

• Follow up consistently on overdue balances.

• Answer basic questions regarding outstanding invoices where appropriate.

• Document collection activity and customer communication.

• Escalate payment disputes or more complex account issues to the appropriate internal team member.

• Maintain professionalism and customer relationships throughout the collections process.

The goal is to create a consistent follow-up process without compromising the customer experience.

CRM & Pipeline Management

• Work extensively within  FieldPulse CRM .

• Enter and maintain accurate customer information.

• Schedule appointments directly within the platform.

• Document calls, conversations, quote follow-ups, and customer commitments.

• Update lead and quote statuses consistently.

• Maintain visibility into outstanding follow-up activities.

• Ensure opportunities do not fall through the cracks.

• Keep the existing CSR and management team informed of important customer issues or opportunities.

Ideal Candidate Profile

The client is looking for a  high-caliber, experienced customer-facing professional rather than an entry-level virtual assistant.

The ideal candidate will likely have approximately 4–8 years of relevant professional experience , preferably within customer service, inside sales, home services, appointment scheduling, client success, or another role requiring regular interaction with U.S.-based customers.

The company is intentionally targeting a stronger experience tier because it wants someone capable of taking meaningful ownership of the role and remaining with the business as it grows.

You should be someone who naturally looks for opportunities to solve problems and generate results rather than simply completing assigned tasks.

The ideal candidate will be:

• Highly articulate and confident on the phone.

• Customer-focused and naturally personable.

• Commercially minded.

• Comfortable asking for the sale.

• Proactive about following up with customers.

• Persistent without being aggressive.

• Highly organized.

• Comfortable managing multiple customer conversations and priorities.

• Able to work independently during second-shift hours.

• Reliable and responsive.

• Comfortable handling conversations regarding outstanding payments.

• Tech-savvy and able to learn new systems quickly.

• Detail-oriented when entering customer and scheduling information.

• Comfortable working in a fast-growing home service environment.

Required Qualifications

• Approximately 4–8 years of relevant customer service, sales, appointment-setting, client-facing, or similar experience.

• Excellent written and spoken English.

• Strong telephone communication skills.

• Experience communicating professionally with customers.

• Demonstrated ability to build rapport quickly.

• Strong follow-up skills.

• Comfortable conducting both inbound and outbound customer calls.

• Comfortable working toward conversion or revenue-related goals.

• Strong computer literacy.

• Experience using CRM, scheduling, or customer-management platforms.

• Ability to work independently in a remote environment.

• Strong organizational and time-management skills.

• Reliable internet connection and professional remote working environment.

• Availability to consistently work the required second-shift schedule.

Preferred Qualifications

• Previous experience supporting a U.S.-based company.

• Experience within electrical, HVAC, plumbing, roofing, landscaping, construction, or another home services industry.

• Previous experience converting estimates or quotes into booked work.

• Experience with appointment scheduling.

• Experience with accounts receivable or collections follow-up.

• Experience using FieldPulse or a comparable home services CRM.

• Experience supporting a field service operation.

• Familiarity with Google Ads-generated inbound leads or other high-intent digital lead sources.

Tools & Systems

FieldPulse CRM

FieldPulse will be a key system used within the position.

The successful candidate will use the CRM to manage customer information, book appointments, document interactions, track follow-ups, and support the broader customer service and field operations workflow.

Direct FieldPulse experience is advantageous but not necessarily required if the candidate has demonstrated an ability to learn comparable CRM or field-service platforms quickly.

Working Hours

This position is specifically being created to provide  second-shift and weekend coverage .

The anticipated working schedule is approximately:

1:00 PM – 9:00 PM Central Time

A  Tuesday–Saturday schedule is being considered to ensure that the company receives meaningful weekend coverage while maintaining a sustainable full-time working week.

The exact schedule may be finalized with the successful candidate based on operational requirements.

Availability during late afternoon and evening Central Time hours is essential, as these are currently periods when Equality Electric is missing valuable inbound opportunities.

What Success Looks Like

The successful candidate will become a dependable extension of Equality Electric's existing U.S.-based customer service operation.

Success will include:

• More after-hours customer calls being answered.

• Faster response times for new inbound opportunities.

• More Google Ads-generated inquiries converting into booked appointments.

• Fewer potential customers being lost because the company was unavailable.

• Increased conversion of previously outstanding quotes.

• Consistent follow-up across open sales opportunities.

• Improved collection of outstanding customer invoices.

• Accurate appointment scheduling and CRM management.

• Reduced workload for the existing U.S.-based CSR.

• A more structured customer follow-up process across the home service division.

Ultimately, this person should help Equality Electric turn existing customer demand into additional booked revenue.

Why This Role Matters

The client already has demand.

The company's challenge is ensuring that its customer service infrastructure scales alongside its growing field operation.

With approximately nine technicians in the home services division and continued lead generation through Google Ads, every missed call or forgotten quote represents potential revenue that the company has already spent time and money generating.

This role will give the business additional customer coverage while creating dedicated ownership around two areas with significant upside:  quote conversion and accounts receivable follow-up .

For the right person, this is an opportunity to join a growing home services operation, take ownership of an important customer-facing function, and have a measurable impact on revenue and customer experience.