About Iris Mechanical
Iris Mechanical is a growing home services company based in Silicon Valley, California. We provide professional HVAC, electrical, and home electrification services for homeowners with a customer-first approach.
We are looking for a Lead Remote Operator to be the first point of contact for our customers. This person will respond to incoming leads, understand customer needs, maintain accurate information in our systems, and convert qualified opportunities into scheduled appointments.
This role is ideal for someone organized, detail-oriented, confident in communication, and able to provide an excellent customer experience while managing multiple conversations and tasks.
Key Responsibilities
Customer Communication
- Respond quickly and professionally to customer inquiries through phone calls, emails, text messages, website inquiries, Google leads, Yelp, and Thumbtack.
- Communicate with homeowners in a friendly, confident, and professional manner.
- Answer initial customer questions and guide customers through the next steps.
- Build trust with customers from the first interaction.
Lead Qualification & Appointment Scheduling
- Qualify incoming leads and identify customer needs.
- Gather and document important customer information: name, phone number, address, service request, urgency, and project details.
- Schedule service appointments, maintenance appointments, and estimates.
- Prioritize urgent requests and high-value opportunities.
- Follow up with customers to ensure no qualified lead is missed.
CRM & Team Coordination
- Maintain accurate and organized customer records in CRM systems.
- Document all customer interactions, updates, and follow-up actions.
- Manage daily communication queues and open tasks.
- Coordinate with sales representatives and field technicians.
- Help improve customer experience and internal communication processes.
Minimum Requirements
Communication Skills
- Fluent English (C1 level or equivalent).
- Excellent verbal communication skills.
- Clear, professional, and confident phone communication.
- Friendly and positive communication style.
- Strong written English with proper grammar and spelling.
- Ability to build trust quickly with U.S.-based customers.
Experience
- 2+ years of experience in customer service, customer success, appointment setting, dispatching, sales support, or call center operations.
- Experience managing multiple customer conversations and tasks simultaneously.
- Experience working with CRM systems.
Technical Skills
- Comfortable working with Gmail, Google Workspace, Slack, and Google Sheets/spreadsheets.
- Experience with CRM and field service platforms is preferred: ServiceTitan, FieldPulse, Housecall Pro, GoHighLevel, HubSpot, Pipedrive, or similar systems.
- Comfortable using AI tools such as ChatGPT and Claude in daily work.
- Able to quickly learn new software and workflows independently.
Preferred Qualifications
- Experience working with U.S.-based customers.
- Experience in home services such as HVAC, plumbing, electrical, roofing, or construction.
- Experience with scheduling, dispatching, or service coordination.
- Understanding of U.S. customer service standards.
What Success Looks Like
A successful Lead Remote Operator will:
- Respond quickly to new customer inquiries.
- Convert qualified leads into scheduled appointments.
- Maintain accurate and organized CRM records.
- Provide an excellent customer experience.
- Ensure consistent customer follow-up.
- Identify opportunities to improve company processes.
Position Details
Position: Lead Remote Operator
Location: Remote
Employment Type: Full-time
Schedule: 40 hours/week
Working Hours: Pacific Time (California business hours)
Compensation: $1,200–$1,600/month based on experience and interview performance.
Additional opportunities:
- Performance-based salary reviews.
- Growth opportunities within the company.
Job Type: Full-time
Pay: $1,200.00 - $1,600.00 per month
Work Location: Remote
