Customer Experience & Operations Coordinator

(1\) Company

Mr. Electric of Mission Viejo – a Neighborly company.

Mr. Electric is part of Neighborly®, the world's largest home services franchise organization. We provide professional electrical services to residential and commercial customers with a focus on safety, reliability, and excellent customer experience.

(2\) Candidate Location and Travel Requirement

• This is primarily a remote role; however, candidates must reside within a reasonable commuting distance of Mission Viejo, CA, for occasional in‑person meetings, training, or operational needs.
• Occasional travel may be required for company training sessions, or other professional development events. Travel is expected to be infrequent but candidates should be willing and able to travel when needed.

(3\) Job Type

• Full\-time, primarily remote (occasional in\-office work required) Mission Viejo, CA
• Typical hours: Monday–Friday (with occasional flexibility depending on customer needs)

(4\) Role Overview

This role is central to our daily operations. The Customer Service \& Dispatch Coordinator is responsible for managing incoming customer requests, scheduling and dispatching technicians, maintaining organized records, and supporting the operational growth of the business.

This position is ideal for someone who enjoys organization, customer interaction, and building systems in a growing company. Over time, this role can develop into an Operations Manager position as the company expands.

(5\) Key Responsibilities

(5\.1\) Customer Service \& Appointment Booking

• Answer inbound calls, texts, and emails from customers
• Provide professional, friendly service and represent the company brand
• Capture job details and convert inquiries into scheduled appointments
• Confirm appointments and follow up with customers when necessary

(5\.2\) Scheduling \& Dispatch

• Schedule technicians efficiently based on availability, location, job type, and priority
• Coordinate daily technician routes and adjust schedules when necessary
• Communicate schedule updates with technicians and customers
• Ensure technicians have complete job information prior to arrival

(5\.3\) Operations \& Administrative Support

• Create and maintain work orders, invoices, and customer/job records
• Maintain organized documentation and job records
• Support purchasing, vendor coordination, basic inventory supplies, and office paperwork
• Assist with tracking job status from booking through completion
• Ensure required documentation is filed (photos, notes, approvals, warranties, permits as applicable)

(5\.4\) Vendor \& Permit Coordination

• Coordinate communication with vendors, suppliers, and subcontractors
• Track materials, supplies, and basic inventory required for field operations
• Support the purchasing of tools, materials, and office supplies
• Prepare and submit permit applications or required documentation to city authorities, utilities (such as Southern California Edison), or other regulatory bodies when needed
• Maintain organized records of permits, approvals, compliance documents, and vendor information

(5\.5\) Recruiting \& Growth Support

• Assist with posting job openings and maintaining candidate pipelines
• Screen resumes and schedule interviews
• Maintain basic hiring documentation and records
• Help build SOPs/checklists as we grow (call handling, booking, dispatch, job close\-out, customer follow\-up)
• Support light marketing/admin tasks (review requests, basic CRM updates, appointment reminders)

(5\.6\) Reporting / KPIs (simple but non\-negotiable)

• Track daily/weekly: calls answered, booking rate, speed to answer, schedule fill, cancellations, job close\-out accuracy
• Flag issues early to the owner and propose fixes

(6\) Tools \& Systems

• Dispatch / scheduling software (training provided)
• Microsoft Office (Outlook, Excel, PowerPoint, Word)
• CRM and invoicing tools (such as QuickBooks or similar)
• Phone and messaging systems

(7\) Qualifications

(7\.1\) Required Qualifications

• 2\+ years of experience in customer service, dispatch, office coordination, or operations
• Strong communication and interpersonal skills
• Strong phone presence: calm, clear, persuasive, professional
• Highly organized with strong attention to detail
• Excellent organization and follow\-through (you don’t drop balls)
• Comfortable learning and using new software systems
• Fluency in English is mandatory

(7\.2\) Preferred Qualifications

• Experience in home services (electrical, HVAC, plumbing, handyman, or similar)
• Dispatch or scheduling experience
• Experience supporting recruiting or office operations
• Light bookkeeping/invoicing experience
• Bilingual English / Spanish

(8\) Traits That Succeed in This Role

• Strong sense of ownership and responsibility: You act like this is your operation (it’s not “just a job”)
• Problem\-solving mindset: You fix problems instead of just reporting them
• Organized and process\-oriented: You create checklists/SOPs and keep them current
• Customer\-first attitude: You protect the brand experience on every call
• Ability to multitask and stay calm under pressure

(9\) Key Performance Indicators (KPIs)

Success in this role will be measured through:

• Speed of response to inbound calls and messages
• Appointment booking rate
• Schedule efficiency and technician utilization
• Accuracy of job documentation and administrative records
• Customer satisfaction and professionalism

(10\) Growth Path

The right candidate will have opportunities to take on increasing operational responsibility as the company expands.

This role is designed to grow into Operations Manager (and potentially GM) as we add technicians and office staff—if you perform, you’ll earn real responsibility.

(11\) A Typical Day in This Role

• Answer inbound calls and messages from customers requesting electrical services
• Book service appointments and ensure technician schedules remain full and efficient
• Coordinate technician routes and adjust schedules as needed during the day
• Maintain accurate job records, notes, and customer communications
• Follow up with customers regarding appointments, job completion, and feedback
• Coordinate operational support tasks such as vendor communication, inventory tracking, and preparation or submission of required permits and documentation to city authorities, utilities (e.g., SCE), or other regulatory bodies.

This role requires someone who is comfortable balancing customer interaction, scheduling logistics, and administrative organization throughout the day.

(12\) Why You Should Join Our Team?

We Invest in You

• – We offer robust, in\-depth training and resources to advance your skills.

We Collaborate with You

• – You’ll work closely with other team members and service technicians to ensure that customers receive the best possible service.

We Share Our Success with You

• – We’ve figured out the formula and will show you how to deliver an exceptional customer experience.

(13\) Compensation

The starting pay range for this role is $18\.00 to $26\.00 per hour, depending on your level of experience.

Performance bonus opportunities tied to business metrics such as:

• Appointment booking rate
• Technician schedule utilization
• Customer reviews/satisfaction
• Call response time
• Administrative accuracy

Paid training and clear growth opportunities are provided.

(14\) Benefits

• Paid training
• Paid time off
• 401K
• Medical
• Performance bonuses
• Career growth opportunities

(15\) Equal Opportunity

We are an equal opportunity employer and consider applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, disability, or any other protected status.

(16\) Background Check Requirement

Employment is contingent upon successful completion of a background check and reference verification in accordance with applicable laws.

(17\) How to Apply

Please submit your resume along with a short note describing:

• Your experience with customer service or dispatch
• Any scheduling or office operations experience
• Why you are interested in this role?
• Why do you believe you are a fit for this role?

Pay: $18\.00 \- $26\.00 per hour

Location:

• Orange County, CA (Preferred)

Ability to Commute:

• Orange County, CA (Preferred)

Work Location: Remote