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Role Description

Looking to build a long-term remote career while supporting a growing U.S. franchise business? At ScaleSource, we connect top global talent with established U.S. franchise owners who need reliable, dedicated operational support. Our team members become true extensions of local offices — not freelancers or short-term contractors.

This role offers:

• Stable, full-time remote work paid in USD
• Direct integration into a U.S. franchise operation
• Clear operational impact and visibility
• Long-term growth potential in administrative and operations roles
• The opportunity to directly protect revenue and technician productivity

If you enjoy organization, customer communication, scheduling, and keeping operations running smoothly, this role allows you to become a key part of a local franchise’s daily success.

Qualifications

• At least 2 years of experience handling inbound customer calls and providing customer support in a professional environment.
• Minimum 2 years of experience scheduling appointments, coordinating calendars, or supporting dispatch operations.
• At least 2 years of experience using a CRM or customer management system to track customer interactions and service activity.
• Minimum 2 years of experience supporting administrative workflows such as documentation, reporting, invoicing coordination, or record management.
• At least 2 years of experience managing multiple operational tasks at the same time such as customer communication, scheduling, and data tracking.

Requirements

• Experience supporting home service businesses (HVAC, plumbing, electrical, etc.)
• Experience with ServiceTitan
• Experience supporting technician dispatch operations
• Familiarity with membership or service agreement programs

Benefits

• Performance incentives available based on operational efficiency & performance metrics

Company Description

The Company is a leading electrical services franchise operating across the United States. Each location serves residential customers with a strong emphasis on professionalism, punctuality, and high-quality service.

• Franchise success depends heavily on efficient scheduling, excellent customer communication, technician productivity, and operational visibility.
• This role exists to strengthen those systems.

What You’ll Do

• Call Handling & Customer Communication
  • Answer inbound calls professionally and promptly
  • Use approved greetings and scripts
  • Schedule service calls and inspections
  • Confirm appointments and communicate updates
  • Maintain high customer experience standards
• Scheduling & Dispatch Coordination
  • Compile and manage daily call runs
  • Support dispatch coordination and routing
  • Fill schedule gaps when cancellations occur
  • Notify customers proactively of changes
  • Ensure technician utilization remains high
• Revenue & Performance Tracking
  • Track daily sales averages
  • Monitor closing ratios
  • Maintain accurate CRM records
  • Update operational dashboards
  • Support reporting visibility
• Membership & Agreement Management
  • Track service agreement renewals
  • Schedule maintenance appointments
  • Follow up with membership clients
  • Protect recurring revenue streams
• Administrative & Accounting Support
  • Assist with invoicing coordination
  • Support payment tracking
  • Maintain organized digital records
  • Assist with reporting and operational tasks

Ideal Candidate Profile

• Communicates clearly and confidently on the phone
• Keeps schedules organized and optimized
• Notices small details before they become problems
• Works proactively instead of waiting for direction
• Enjoys keeping systems clean and organized
• Takes ownership of daily operational success