Customer Operations Coordinator

Customer Operations Coordinator US Phone Support, Onboarding & Follow-Up Role Overview Bay Efficiency helps commercial property owners in California stay compliant with energy and water regulations, including benchmarking, audits, and AEAS compliance. We treat every customer interaction with empathy, clarity, and ownership. We're hiring one person to own first-line customer communication and follow-through: answering inbound emails and voicemails, making outbound onboarding and reconnection calls, keeping contact records accurate, and making sure the right internal person responds when something needs escalation. You'll be the connective tissue between our customers and our internal teams, helping ensure nothing falls through the cracks between a deal closing and a project finishing. This is a steady, long-term contract role, not a high-churn support seat. We want someone who wants to stay. This is also a phone-heavy coordination role. A meaningful part of the job is making live outbound calls to US customers during Pacific business hours. Please apply only if you are comfortable initiating calls, leaving professional voicemails, and calmly guiding customers through next steps. What You'll Do The work splits into two sides: reactive inbound and proactive outbound. Inbound: Answering Customers -Manage the shared email inbox and voicemail queue. -Answer what you can, route the rest to the right internal owner, and follow up until the customer has a real, resolved answer. -Return voicemails left for customer support that do not have a clear owner. -Call customers back to walk them through a report or product question when they ask to talk it through. Outbound: Reaching Customers -Make onboarding calls shortly after a deal closes — welcome the customer, confirm what they bought, identify the main contact, frame the timeline, confirm the billing contact, and explain what happens after payment. -Make reconnection calls to restart stalled projects when a customer stops responding to email. -Leave clear voicemails, send follow-up emails, document the outreach, and keep the loop moving. Keeping contact records accurate and up to date is part of the job throughout. Tools and Workflow -You should be comfortable working from a shared inbox, call/voicemail queue, CRM or tracking system, spreadsheets, and written SOPs. You do not need to know our internal tools yet, but you do need to be disciplined about notes, statuses, follow-up dates, customer details, and internal handoffs. Who You Are -Clear, natural spoken English and a warm, professional phone manner with US customers. -Comfortable making outbound calls, not just answering inbound messages. -You check before answering — you don't guess or pass along a face-value answer when something looks off. -Strong judgment about what to handle yourself versus what to route to the right person. -Detail-oriented, organized, and reliable on follow-through; you leave useful internal notes after customer interactions. -Steady, dependable, and interested in a long-term role. Best-Fit Background This role may be a strong fit if you have experience in customer operations, client services, customer support, customer onboarding, virtual assistance, or operations assistance in a B2B or professional-services environment. Prior live phone work with US customers is strongly preferred. Energy, compliance, real estate, or property-related experience is helpful but not required. What This Role Is Not -Not a sales role. -Not collections — you handle onboarding-stage payment conversations, not aged-invoice chasing. -Not project management — you coordinate the customer touchpoints that keep projects moving, not the delivery work itself. -Not a subject-matter expert role — you'll have tools and an internal team to lean on for technical questions. -Not a task-only admin role — this role requires customer judgment, follow-through, and ownership of open loops. This is not a good fit if you avoid outbound calls, need every answer handed to you before responding, or prefer back-office admin work without direct customer communication. What Good Looks Like -Success in this role means: -Every customer gets a first response within one business day. -Voicemails are returned, and onboarding calls are completed or followed up. -Stalled projects are actively re-engaged. -Contact records stay accurate. -Internal owners know exactly what needs their attention. -Open customer loops are tracked until they are resolved, routed, or clearly handed off. Schedule and Hours -Standard US business hours, approximately 9:00am–5:00pm Pacific Time. This is a hard requirement because outbound calls only work when customers are at their desks. Minor shifts may be negotiable. -Approximately 32–40 hours per week. -Steady, ongoing contract role. Paid Trial Finalists complete a short paid trial at full rate before we finalize, so both sides can confirm the fit. The trial may include inbox triage, writing a customer follow-up, documenting contact details, and a mock onboarding or reconnection call. How to Apply -Start your application with the word COMPASS so we know you read this all the way through. -Confirm you can consistently work approximately 9:00am–5:00pm Pacific Time, 32–40 hours/week, long term. -Include your local time zone and earliest start date. -Answer the three screening questions below.