Job Summary We are seeking a proactive, highly organized Call Center & Operations Specialist to manage our front-line customer communications, lead conversion, and daily operational logistics. In this hybrid role, you will be responsible for converting incoming leads across multiple platforms into paying clients, managing client feedback, and conducting targeted B2B outreach to build local partnerships. Additionally, you will support operations by coordinating crew schedules, tracking inventory, and ensuring seamless communication between our team and clients.
Hours 20-25 hours a week, open to full time hours after training period is complete
Responsibilities
Lead Management & Customer Communication
Monitor and respond to missed calls, voicemails, AI calls, texts, and emails across multiple platforms.
Follow up with new and past leads, as well as confirm upcoming big jobs.
Rate and confirm Google LSA (Local Service Ads) jobs.
Contact past customers for feedback, manage complaints, and request Google reviews from satisfied clients.
Outreach & Marketing
Perform cold calling and email outreach to potential partners.
Update the Google Business Profile, post to LinkedIn, and review company website pages for text edits and FAQ updates.
Operations & Staff Scheduling
Confirm team availability at least 2 weeks to a month in advance and text staff the day prior to confirm shifts.
Maintain and update daily mover work schedules, and verify that all movers log their daily hours.
Conduct crew checkups every 2–4 hours during active moves.
Screen applicant submissions and schedule candidate interviews.
Payment & Administrative Duties
Confirm total move costs with leads, ensure full payment is received before crews leave job sites, and close out paid jobs.
Support the Operations Manager with mover availability tracking, Google reviews, and damage tracking.
Update daily metrics using the Daily points/Google review Tracker.
Facilities, Inventory & Logistics
Manage issues using the Damage Sheet Tracker.
Audit tool bags and manage warehouse equipment using the Warehouse Inventory sheet.
Deliver tools or supplies to crews as needed.
Keep the facility clean, including picking up trash inside/outside the warehouse and from trucks.
Qualifications
Required Qualifications
Customer Service & Sales Experience: 1–3+ years in a call center, office management, or customer service role, with a proven track record of handling high-volume calls, texts, and emails while converting leads into paying clients.
Multitasking & Time Management: Ability to manage multiple communication channels simultaneously (phone, email, Yelp, Thumbtack, Facebook Marketplace) and stay organized in a fast-paced environment.
Scheduling & Dispatch Logistics: Experience with staff scheduling, managing team availability, and conducting operational check-ins with field crews.
Problem-Solving & Conflict Resolution: Strong interpersonal skills to resolve customer complaints calmly, manage damage resolution, and maintain high customer satisfaction ratings.