Operations & Customer Experience Coordinator
Industry / Sector: Electrical Contracting / EV Charging Infrastructure
Location: Remote (LATAM or South Africa)
Schedule: U.S. Eastern Time (EST) Alignment | Full-Time (40 hrs/week)
Compensation:
$12-13/hr // $1,800 $2,300 USD / month (LATAM) | $1,200 $1,500 USD / month (South Africa)
Type: Full-Time, Remote Contractor
Position Overview:
Our client is a licensed Florida electrical contracting company specializing in a high-demand, rapidly growing niche: Tesla and Electric Vehicle (EV) charger installations. They help residential and commercial clients seamlessly transition from gas to electric by managing charger installations from start to finish. As a high-efficiency team of field electricians and operational leaders, they are hiring an Operations & Customer Experience Coordinator to serve as the central hub of daily operations. In this role, your primary focus will be customer communication, scheduling, permitting, CRM management, and operational dispatching. You will be the primary, confident voice on the phonehandling customers smoothly from the moment a lead arrives, guiding them through a simple due diligence process, ensuring field crews are routed efficiently, tracking building permits, and processing job invoicing.
Note:
Prior electric vehicle charging experience is not expected. Full training on EV-charging terminology and technical intake processes will be provided!
Key Responsibilities
Lead Management, Intake & Customer Consultation:
The Voice of the Business: Answer inbound phone calls, text messages, and emails from clients looking to install an EV charger at their home or business. Walk them comfortably through the process.
Technical Due Diligence: Own the intake process. When a lead comes in, work directly with the customer to gather essential details, including requesting and organizing clear photos of their electrical panel so leadership can generate an accurate quote.
Lead Nurturing & Follow-Ups: Follow up with warm leads, resolve client queries, and schedule estimates for projects requiring a tailored approach.
Dispatching, Intelligent Routing & Scheduling:
Smart Routing: Manage the daily calendars for field electricians using spatial logic to map out schedules efficiently, grouping jobs within reasonable driving distances.
Dispatch Operations: Act as the air traffic controllercoordinating scheduling changes between field technicians and customers dynamically, keeping clients informed of arrival windows.
Permitting, Inspections & Operations Administration:
Permit & Inspection Tracking: Coordinate, submit, and track the status of electrical permits with various Florida counties and Authorities Having Jurisdiction (AHJs), as well as coordinate required site inspections.
Billing & Invoicing Support: Manage deposit and payment follow-ups, issue client invoices, collect payment confirmations, and maintain accurate financial documentation for completed jobs.
Back-End Operations: Maintain digital organization inside the CRM. Continually update permit milestones, track county paperwork requirements, and document standard operating procedures.
CRM & Data Integrity:
Pipeline Health: Own system data health from end to end. Track jobs meticulously from "Lead" status through "Completed, Inspected & Invoiced," ensuring zero candidate or customer drop-off.
Post-Install Follow-Up: Send post-installation follow-ups to ensure client satisfaction and request online reviews.
Qualifications & Requirements:
RequiredElite English Proficiency: Flawless written and verbal English. You must feel completely comfortable holding natural, professional, and empathetic phone conversations with American clients.
Software Tech-Savvy: Quick learner of digital tools, dispatch platforms, and operations software.
Proactive Problem Solver: A self-starter who identifies incomplete tasks, follow-up gaps, or inefficient routes and resolves them independently.
Execution & Multitasking: Detail-oriented operator capable of juggling active customer calls, technician routing, invoicing, and government permitting windows simultaneously.
Preferred (Big Pluses):
Industry Background: Prior experience in home services, electrical contracting, construction, or field service dispatching.
Bilingual Skills: Fluency in Spanish or Portuguese.
Software Expertise: Direct experience using GoHighLevel (GHL) or Jobber for CRM, dispatching, automated follow-ups, and invoicing.
Florida Permitting Knowledge: Experience navigating Florida county/city building departments and pulling residential or commercial permits.
