Operations Coordinator (Remote, 35 hrs/week)

Operations Coordinator (Remote, 35 hrs/week) Rocket Service Salary: $45,000/year Schedule: • Mon–Thu: 9:30am–4:30pm ET • Fri: 9:30am–2:30pm ET • Sat: 9:00am–12:00pm ET Location: Remote (U.S.-based) About the Role: Rocket Service is a growing appliance repair company hiring an Operations Coordinator. This role exists to remove daily operational noise from the owner by executing clearly defined procedures with consistency and accuracy. This is not an operations manager or leadership role. It is ideal for someone who enjoys working from clear rules, following SOPs, keeping systems accurate, and escalating issues instead of improvising. Your job is to keep things moving smoothly and quietly in the background. What You’ll Do: Inbound Calls & Booking • Answer inbound customer calls during scheduled hours • Book jobs in Housecall Pro using predefined rules • Apply quick call tags using a dropdown menu • Decline out-of-scope requests using approved scripts Scheduling & System Updates • Update job assignments in Housecall Pro • Perform zip-based booking for service area • Maintain clean schedules in Housecall Pro for Technicians • 2x daily marking of booked calls in marketing platform Technician & Parts Support (Administrative) • Look up parts using company accounts (e.g., Marcone, Amazon, eBay) • Place parts orders from approved vendors when part number and seller are provided • Assist with parts returns per SOP Billing & Payments • Call customers to collect payment when authorized • Process payments for approved service agreements • Log payment activity accurately Escalation & Documentation • Identify issues not covered by SOPs or blocked by systems • Capture context clearly (who, what, error, urgency) • Escalate to the owner without attempting to resolve independently What This Role Does Not Do • Make scheduling or routing decisions • Optimize technician routes • Decide exceptions or tradeoffs • Create or modify processes • Manage technicians • Own operational outcomes If you enjoy “figuring things out” or making judgment calls, this is not the right role Ideal Background • Experience in admin, operations, CSR, or coordinator roles • Comfortable working inside systems and following written procedures • Able to read an SOP and execute consistently • Knows when to escalate instead of improvising • Calm, clear communicator Experience with service businesses, healthcare admin, property management, or MSP environments is a plus. Compensation & Time Off • $45,000 salary • 35 hours per week • 5 paid days off per year, scheduled in advance • Paid holidays when the business is closed, currently: • Thanksgiving Day • Christmas Day • Fully remote • No nights or Sundays Success in this role means: • Calls answered live during scheduled hours • Jobs booked accurately within service rules • Zero missed marketing marks • Clean and complete Housecall Pro records • Issues escalated clearly, not emotionally Job Type: Full-time Pay: $40,000.00 - $50,000.00 per year Benefits: • Paid time off Application Question(s): • If you encounter a situation not covered in instructions, what do you do? • This role requires working Saturdays from 9am–12pm ET. Are you able to commit to that schedule consistently? • Have you worked in a role where you were responsible for following SOPs exactly as written? • Do you have experience answering live inbound customer calls in a service or dispatch environment, and are you comfortable handling them in real time (not just returning messages)? Work Location: Remote Apply tot his job

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