Job title: Customer Service Assistant
Type of employment: Full-time (Remote)
Shift Schedule: Monday - Friday 8AM - 5PM PST
A structured customer support role focused on managing incoming service requests through email, processing work orders, and ensuring accurate data entry across internal systems and customer portals.
You will work within the company's email platform and CRM system to acknowledge incoming requests, create and update work orders, and input job details into both internal systems and customer portals. This role supports account managers by ensuring all requests are properly documented, organized, and ready for execution.
About the Company:
A family-owned commercial service contractor serving Northern California, providing maintenance and service support across Lighting, Electrical, Plumbing, and Mechanical departments.
Company core values:
- Excellence
- Vision
- Respect
- Communication
- Ownership
Objectives of this role:
- Process incoming customer requests accurately and efficiently through email
- Ensure all work orders are properly created, documented, and entered into systems
- Maintain consistency and accuracy across internal systems and customer portals
- Support account managers by organizing and preparing job information for execution
- Contribute to high customer satisfaction through timely acknowledgment and structured communication
Responsibilities:
- Monitor and manage incoming customer emails in a shared inbox environment
- Send acknowledgment emails and set expectations for next steps and timelines
- Review incoming requests and create corresponding work orders in the internal system
- Accurately input job details, notes, and supporting information into the CRM
- Transfer and enter required data into customer-specific portals
- Ensure consistency and accuracy between internal systems and external portals
- Review technician notes and supporting documentation for completeness and clarity
- Use AI tools (e.g., ChatGPT) and templates to standardize and refine written content
- Collaborate with account managers and internal teams to support workflow processing
- Update and maintain accurate records, including notes, status updates, and task progress
- Follow structured SOPs and workflows to ensure consistency and quality
- Handle repetitive, process-driven tasks with strong attention to detail
Required skills and qualifications:
- Strong written communication skills with the ability to draft clear, professional, and empathetic email responses
- High attention to detail, especially in data entry, documentation, and system accuracy
- Ability to work effectively in structured, repetitive, and high-volume workflows
- Strong organizational skills with the ability to manage multiple requests without errors
- Proficiency in email platforms such as Gmail or Outlook and collaborative inbox tools
- Experience working with CRM systems or similar platforms for data entry and tracking
- Proficiency in Google Workspace and/or Microsoft Office
- Experience using ChatGPT or similar AI tools to support writing and workflow efficiency
- Ability to follow established processes and work independently with minimal supervision
Preferred skills and qualifications:
- Experience in customer service or email-based support roles
- Experience working with customer portals or multi-system data entry
- Familiarity with structured, process-driven work environments and SOPs
- Comfortable using collaboration and communication tools (e.g., shared inbox, chat platforms)
- Basic understanding of administrative or back-office support functions
