Remote Customer Service Representative

About the role

Neat N’ Tidy LLC is seeking a Remote Customer Service Representative to ensure every client enjoys a seamless experience before, during, and after their cleaning service. This full‑time, remote position focuses on satisfaction, retention, and quick issue resolution while supporting the Operations Department.

Key responsibilities

• Follow up with new and recurring customers after each service to confirm satisfaction.
• Handle inbound messages (calls, emails, texts, tickets) and provide timely, solution‑oriented responses.
• Document client preferences, maintain consistent cleaner assignments, and promote upgrades or re‑bookings.
• Process cancellation and refund requests with empathy, coordinating reschedules or re‑services as needed.
• Investigate complaints using BookingKoala photos, notes, and time logs before responding.
• Track cancellations, refunds, and re‑service cases in the operations tracker and Slack channels.
• Collaborate with Operations Manager and cleaners to identify trends, improve service quality, and ensure punctual clock‑ins.
• Contribute to weekly reports on cleans saved, refunds, and customer sentiment.

Required profile

• Minimum 2 years of experience in customer success or customer service (e.g., BPO, cleaning, logistics, healthcare).
• Strong empathy, critical thinking, and communication skills.
• Ability to work independently and collaborate with internal teams.
• Detail‑oriented with a focus on maintaining accurate records.

Required skills

• Slack
• Zoho Desk
• BookingKoala
• Google Sheets

What we offer

• Compensation: $4.00 USD per hour, full‑time schedule with one weekend day.
• Fully remote work environment.
• Opportunity to influence customer retention and service quality in a fast‑growing cleaning company.