WFH Home Services Administrative Assistant & Dispatcher

About the role

We are looking for a proactive and customer-focused Administrative and Customer Service Representative to manage incoming leads, qualify customer inquiries, schedule qualified jobs, and support daily operations. The ideal candidate is an excellent communicator who can confidently guide conversations, follow established SOPs, and determine the appropriate service for each customer. This role requires strong organizational skills, attention to detail, and the ability to manage multiple communication channels while ensuring leads receive timely and professional follow-up.

Key responsibilities

• Manage incoming leads and customer inquiries through phone calls, SMS, WhatsApp, and email
• Respond promptly and professionally to prospective customers and identify their service needs
• Qualify leads according to established SOPs and determine whether inquiries are for standard handyman services or remodeling projects
• Gather and document relevant customer and project information
• Schedule qualified jobs and coordinate assignments with the appropriate handyman or remodeling team
• Manage scheduling and dispatch details to ensure jobs are assigned accurately and efficiently
• Follow up with customers regarding pending estimates through text, email, or other approved communication channels
• Maintain accurate records of lead status, appointments, estimates, and follow-ups
• Prepare and maintain weekly and monthly reports
• Identify issues or opportunities that require escalation and communicate them to the appropriate team member

About you

• Previous experience in customer service, lead intake, appointment setting, dispatching, sales, or a similar customer-facing role
• Strong verbal and written communication skills with the ability to confidently guide conversations and encourage leads to move forward
• Ability to qualify leads and follow established SOPs and business processes accurately
• Experience managing customer communications across multiple channels, including phone, SMS, WhatsApp, and email
• Strong organizational and time-management skills
• Excellent attention to detail when scheduling, dispatching, and documenting customer information
• Ability to manage multiple leads, conversations, and follow-ups simultaneously
• Reliable, proactive, and able to work independently with minimal supervision
• Comfortable preparing and maintaining operational reports
• Reliable internet connection and a professional home office setup