Overview
We are seeking a highly organized Front Desk Coordinator to manage high-volume communications and service intake with precision. You will serve as the primary point of contact, ensuring all client inquiries are routed correctly and service requests are logged into our CRM in real-time.
Schedule:
- 40 hours / week. Monday - Friday 8am - 5pm Pacific Time
Independent Contractor Perks:
- Permanent work from home
- Immediate hiring
- Health Insurance Coverage for eligible locations
Responsibilities
Communication & Call Handling
- Answer incoming calls within 3 rings using a professional greeting.
- Check overnight voicemails, general inquiry emails, website contact form submissions, and after-hours emergency messages.
- Identify caller needs (e.g., service requests, scheduling, billing, sales, or vendor communication) and record their name, company, phone number, and reason for calling.
- Route calls and inquiries to the correct departments, including Operations, Accounting, Sales, and Account Administration.
- Take detailed messages, send internal notifications, and log calls in the CRM if the requested person is unavailable.
- Respond to all overnight messages within the first hour of the workday and maintain a customer response time of 1 hour or less.
Service Intake & Scheduling Coordination
- Collect necessary information for service requests, including customer name, company, site location, affected equipment, and a description of the issue.
- Record service requests in the CRM or service ticket system within 10 minutes of the call.
- Notify the operations coordinator immediately about service requests and confirm receipt with the customer.
- Support scheduling coordination by confirming service appointments, updating the scheduling board, sending appointment reminders, and notifying technicians of schedule updates.
- Ensure customer contact details are always accurate.
Administrative & Document Management
- Log into and monitor the phone system, email inbox, CRM, scheduling board, and internal communication platform throughout the day.
- Maintain clear, labeled, and organized records for incoming call logs, service request forms, and customer inquiries in a shared system accessible to the operations team.
- Perform daily end-of-day routines, including reviewing call/message logs, confirming all service requests were submitted, checking pending inquiries, and preparing notes for the next day.
- Complete weekly tasks every Friday, such as organizing email folders, updating contact lists, ensuring all inquiries were addressed, and assisting the administration team with documentation.
Requirements
Core Competencies & Skills
- Professional Communication: Must maintain a professional tone, listen carefully to customer concerns, and provide clear and accurate information.
- Customer Service Mindset: Dedicated to ensuring all communications are handled promptly and correctly, without providing unauthorized technical advice.
- Strong Organization: Capable of managing multiple systems (CRM, email, scheduling boards) and categorizing message types accurately to maintain organized communication logs and folders.
- Attention to Detail: Able to accurately capture caller information and achieve a target of 100% accuracy in message routing and communication logs.
- Multitasking Ability: Capable of balancing incoming requests with scheduling coordination and administrative duties.
Side Note
- This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.
Reminder
- Please follow the provided link to BruntWork's Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.
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