Office Coordinator

About Us Confirmed Attics & Insulation delivers residential and light‑commercial services: attic top‑ups, removals, batt installs, air‑sealing, baffles/ventilation, and energy‑efficiency upgrades. We move fast, keep promises, and communicate clearly from first call to final clean‑up. The Role You’ll be the first point of contact for **service leads**, book assessments/estimates, coordinate installation crews, and keep our **service CRM**in the office**in‑office** for training and systems immersion.**hybrid** schedule can be arranged. What You’ll Do - Answer and triage all inbound **calls, web leads, and messages**; qualify (service type, home details, timeline, location) and log every interaction. - **Book assessments/estimates and installs**, optimizing routes and crew availability (minimize drive time; cluster by area). - Maintain the **live schedule/dispatch board** for estimators and install crews; send day‑before confirmations and day‑of ETA texts/calls. - Build jobs in the CRM (Zoho CRM or service platform): create contact/lead/job, attach photos/notes, set tasks, and move stages**:Lead → Estimate → Sold → Scheduled → Completed → Paid**. - Generate **quotes** from templates; send for e‑signature; **collect deposits** and final payments. - Coordinate **materials/tools** availability with operations; prepare **work orders** and checklists for crews. - Track **permits/inspection** requirements when applicable; upload approvals to the job file. - Handle **after‑care**: warranty tickets and punch‑list scheduling. - Produce a **daily end‑of‑day summary**: new leads, bookings, jobs completed, and issues. You’ll Thrive Here If You - Enjoy a **phone‑ and scheduling‑heavy** environment and stay calm under pressure. - Are **quick and accurate** with computers (typing, shortcuts, switching apps, templates). - Have discipline with **CRM data hygiene** and live calendar management. - Communicate clearly in writing and on the phone; you’re friendly, concise, and professional. - Are organized, dependable, and take pride in closing loops and finishing tasks. Must-Haves - 1+ year as **service coordinator/dispatcher/CSR** in home services or trades (insulation/HVAC/roofing/electrical preferred). - Proven **scheduling/dispatch** experience across multiple crews/technicians. - Strong English communication; professional phone etiquette and concise writing. - Eligibility to work in Canada and reliable daily commute to ; able to work in the office **during training**. - Comfort with Google Workspace (Docs/Sheets) and **CRMs**; typing **45+ wpm** (assessment may be given). Nice-to-Haves - Hands‑on with **Zoho CRM** (deals, activities, reports) and/or service platforms (**Jobber, Housecall Pro, ServiceTitan, JobNimbus**). - Familiarity with **attic/insulation** concepts (R‑values, square footage, top‑ups, ventilation)—training provided. - Spreadsheet skills (filters, pivot tables, **INDEX/MATCH**). - Additional languages (Punjabi, Farsi, Arabic, etc.) are a plus. Training & Growth - **Weeks 1-2**: scripts, qualification, CRM standards, schedule board, quoting templates. - **Weeks 3-4**: independently book/confirm jobs, build work orders, run daily EOD. - **Weeks 5-6**: own dispatch for 1-2 crews; propose process improvements; eligible for **hybrid** after consistent KPIs. Success Metrics - **Call answer speed**: under 3 rings; **missed‑call callback**: < 10 minutes during business hours. - **Lead → booked estimate rate**: ≥ 60% (tracked by source). - **Follow‑up cadence**: estimates touched every 48-72 hours until closed. - **Schedule utilization**: ≥ 85% of available crew hours filled weekly; **zero double‑bookings**. - **Day‑before confirmations**: 100%. - **CRM hygiene**: 100% of calls/notes logged same day; jobs always in the correct stage. - **Customer rating (post‑job)**: average ≥ 4.6/5. Compensation & Benefits - Competitive hourly wage based on experience + performance bonus tied to the metrics above. - Paid training, free parking, employee discounts on materials/services. - Clear growth path as we expand the team. How to Apply - Which **service CRMs** have you used (Zoho, Jobber, Housecall, etc.) and what did you do in them day‑to‑day? - Describe a high‑volume **dispatch** day—how did you prioritize routes and handle conflicts? - What’s your weekday availability and earliest start date? - Are you comfortable starting fully **in‑office** and moving to **hybrid** once KPIs are met? Pay: $22.00-$25.00 per hour Expected hours: 40 - 50 per week Work Location: Hybrid remote in Markham, ON L3R 3W3