Virtual Office Manager

Customer Experience & Sales Coordinator

Residential Window Cleaning | Remote | Sales and Home Services Experience Required

About the Role

Mauka Cleaning Co. is a residential window cleaning and exterior cleaning company serving homeowners on Oahu.

We are looking for a reliable, organized, phone-savvy Customer Experience & Sales Coordinator to manage the customer journey from first contact through booking, follow-up, service coordination, and reactivation.

This is not a passive data-entry position. Your work will directly impact our booked revenue, schedule utilization, customer satisfaction, and company growth.

You must be available to work 9:00 a.m. to 5:00 p.m., Monday through Friday, Hawaii-Aleutian Standard Time.

Your mission is simple:

Keep the schedule full, customers informed, technicians supported, and the back office organized.

---

Key Responsibilities:

1. Inbound Sales and Lead Follow-Up

• Respond quickly to new leads by phone, text, and email .
• Qualify leads and provide basic estimates using company pricing tools and guidelines.
• Move leads through each stage of the sales pipeline.
• Follow up with open estimates and unbooked leads using approved follow-up sequences.
• Reactivate past customers and older leads using approved campaigns and offers.
• Contact flexible customers to fill schedule gaps and pull jobs forward.
• Identify appropriate add-on services and recurring maintenance opportunities.
• Maintain accurate CRM notes and next steps for every lead and customer.
• Ask for the sale confidently and professionally.

-Use Housecall Pro and Slack on the daily

2. Customer Experience and Service Coordination

• Answer customer questions about services, pricing, availability, and scheduling.
• Send booking confirmations, reminders, and service updates.
• Handle reschedules and cancellations professionally.
• Backfill canceled openings using the active sales pipeline.
• Support technicians with access instructions, customer notes, and schedule changes.
• Handle customer complaints calmly and document each issue accurately.
• Coordinate approved touch-ups, go-backs, refunds, and service resolutions.
• Follow up with satisfied customers and request Google reviews.
• Protect the customer experience from booking through completed service.

3. Administrative Operations

• Send internal updates and reminders to the field team.
• Record special instructions, access information, and job notes.
• Track technician bonuses and commissions based on completed jobs and upsells.
• Plan and document yard sign routes for technicians.
• Process approved refunds and document them correctly.
• Set up and track customer payment plans when approved.
• Monitor overdue invoices and conduct polite follow-up calls and messages.
• Keep calendars, customer records, and internal systems accurate and current.

---

*Success Metrics*

Your performance will be measured by:

• Speed to lead
• Estimate-to-sale conversion rate
• Reactivation calls and bookings
• Booked revenue and gross profit
• Schedule utilization
• Customer response time
• Cancellation recovery rate
• Review requests and customer satisfaction
• Accuracy of CRM notes and administrative records

We care about results, not just activity.

---

Requirements

Must-Haves

• At least 2 years of experience in sales, customer service, office administration, or a related role with a U.S.-based home service company.
• Experience in industries such as window cleaning, pressure washing, landscaping, HVAC, plumbing, cleaning, roofing, or similar.
• Proven experience handling inbound calls, quoting, scheduling, follow-up, customer service, and administrative tasks.
• Strong spoken and written English.
• A natural, confident, and professional phone presence.
• Comfortable making and receiving a high volume of calls and messages. If the phone ringing makes you want to hide under your desk, this probably is not the role for you.
• Highly organized, detail-oriented, and able to manage multiple customers, leads, jobs, and follow-ups without dropping the ball.
• Able to follow scripts, checklists, and documented processes consistently.
• Comfortable asking for the sale and requesting customer reviews.
• Experience using CRM systems. Housecall Pro experience is a plus.
• Comfortable using email , calendars, spreadsheets, and online communication tools.
• Reliable, self-motivated, and able to work independently without constant supervision.
• Able to work from a quiet, professional environment with no loud background noises, interruptions, or distractions during working hours.
• Must have a reliable, high-speed internet connection capable of supporting phone calls, video meetings, CRM software, and multiple online systems.
• Reliable availability from 9:00 a.m. to 5:00 p.m., Monday through Friday, Hawaii-Aleutian Standard Time.

Preferred Qualifications

• Experience with residential window cleaning or exterior cleaning.
• Experience with customer reactivation or estimate follow-up.
• Experience coordinating field technicians.
• Experience requesting online reviews.
• Experience handling payment follow-up or basic accounts receivable.

---

Who This Role Isn’t For

This role is not a good fit if you:

• Dislike talking on the phone or avoid making outbound calls.
• Need constant supervision to stay productive.
• Struggle to stay organized when managing multiple customers, leads, and tasks.
• Prefer doing things your own way instead of following proven scripts and processes.
• Get discouraged by follow-up, rejection, or customers who need multiple touchpoints before booking.
• Are uncomfortable asking for the sale or requesting customer reviews.
• Frequently miss deadlines, forget follow-ups, or leave CRM notes incomplete.
• Are only looking for a quiet data-entry position. This is a customer-facing, revenue-producing role.
• Have frequent background noise, interruptions, or an unreliable internet connection.
• Cannot reliably work the required schedule.

If your ideal workday involves avoiding the phone, hiding from follow-up, and hoping the schedule fills itself, this probably is not the role for you.

---

Compensation

-Base pay starting at $1100/mo, with growth opportunities.

• Performance bonuses tied to:
• Revenue sold and collected
• Completed upsells
• Service plans sold
• Reactivated customers
• Other agreed-upon performance targets

You will receive training on our systems, scripts, pricing guidelines, and processes.

The right person can grow into a *Customer Experience & Sales Manager* by proving they can independently own the customer journey and consistently produce results.

If you are organized, competitive, dependable, and enjoy helping customers while closing business, we want to hear from you.