Remote Customer Service Representative

About the role

Neat N’ Tidy LLC is seeking a Remote Customer Service Representative to support its fast‑growing residential and commercial cleaning operations across multiple U.S. markets. The role focuses on ensuring customers have a positive experience before, during, and after each cleaning service, turning potential cancellations into retained accounts.

Key responsibilities

• Follow up with new and recurring customers after each service to confirm satisfaction.
• Manage 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.
• Handle cancellation and refund requests with empathy, coordinate rescheduling with Operations Coordinators, and negotiate pricing when 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 the Operations Manager and cleaners to identify trends, improve service quality, and contribute to weekly performance reports.

Required profile

• Minimum 2 years of experience in customer success or customer service (BPO, cleaning, logistics, hospitality, etc.).
• Strong empathy, critical thinking, and ability to work collaboratively with internal teams.
• Excellent written and verbal communication skills.

Required skills

• Proficiency with Slack.
• Experience using Zoho Desk.
• Familiarity with BookingKoala.
• Ability to work with Google Sheets.

What we offer

• Hourly compensation of $4.00‑$5.00 USD.
• Full‑time schedule with one weekend day.
• Remote work environment.
• Opportunity to contribute to a data‑driven, process‑focused company.