Company Overview
We are a growing pet transport company dedicated to providing safe, reliable, and compassionate transportation services for pets across the country. Our operations are fast-paced and detail-driven, with a strong focus on customer communication, trip coordination, and operational accuracy. 

We are looking for a highly organized, process-oriented professional who thrives in a structured environment and enjoys balancing customer support with backend operational tasks.

Position Overview
The Customer Service & Operations Coordinator plays a critical role in ensuring smooth day-to-day transport operations. This role involves transferring and managing data between platforms such as Square, HubSpot, and GroupMe, updating trip statuses, coordinating communication between clients and drivers, and providing voice-based customer support.

You will manage approximately 30 pet transport trips per week, support 7+ new deals daily, and work directly with the business owner to help optimize workflows and customer retention.

Work Schedule: Monday to Saturday or Sunday, 40hours per week (7 hrs Monday-Friday, 5 hours Saturday or Sunday)
Time: 9AM-4PM EST Monday-Friday l 9AM-2PM EST Saturday or Sunday 

Independent Contractor Perks

• Health Insurance Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Key Responsibilities
CRM & Data Management

• Transfer and manage data between Square, HubSpot CRM, and GroupMe
• Create deals in HubSpot once invoices are paid
• Copy and paste deal details including pickup and drop-off addresses, transport specifics, and scheduling details
• Maintain accurate and up-to-date records across all systems

Trip Coordination & Status Tracking

• Update trip statuses manually using a color-coded system:
• Red = Not started
• Blue = In progress
• Green = Delivered
• Conduct morning status reviews and update approximately 30 weekly trips based on prior day activity
• Filter and prioritize tasks based on trip urgency and customer needs

Customer Support (Voice & Communication)

• Answer customer service calls on a dedicated 800-number line
• Proactively call customers to confirm transport details
• Assist clients with platform setup and navigation
• Handle urgent situations (e.g., transport incidents) and compile detailed reports for management review
• Maintain professionalism, empathy, and clarity in all communications

Communication & Collaboration

• Create and manage GroupMe group chats for each transport, including clients, drivers, and management
• Ensure smooth communication between all stakeholders
• Support daily operations planning alongside the business owner

Retention & Service Improvement

• Review retention trends to identify service gaps
• Proactively improve communication and service experience
• Encourage repeat business through excellent customer care

Qualifications & Requirements

• Strong English communication skills with confidence in phone-based customer interactions
• Previous customer service experience, especially voice/phone support
• Exceptional organizational skills and attention to detail
• Common-sense decision-making abilities
• Ability to work independently with minimal supervision
• Process-oriented mindset with ability to follow structured workflows
• Strong technical aptitude and ability to manage multiple software platforms simultaneously
• Experience with HubSpot strongly preferred
• Ability to handle sensitive or urgent situations with professionalism and empathy
• Self-motivated and reliable

What We’re Looking For
We are seeking someone who:

• Thrives in structured, system-based environments
• Is proactive rather than reactive
• Is calm under pressure and comfortable handling urgent transport issues
• Can juggle customer calls while managing backend CRM tasks
• Takes ownership of their work and continuously looks for ways to improve processes
• Enjoys working directly with leadership and being part of operational planning

Scope

• Full-time position (40 hours per week)
• Manage approximately 30 pet transport trips per week
• Handle 7+ new deals daily
• Long-term role with opportunity for growth and expanded responsibilities
• Direct collaboration with the business owners

Side Note:

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions that fulfill all requirements will receive priority review.