Customer Service Representative / Office Coordinator

Emerick Restoration (DBA VODA Cleaning & Restoration of Martinsburg & Winchester; Virginia; On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Paid time off

Direct access to the owners - noLayers

Growth path: Office Manager level

Job summary

VODA Cleaning & Restoration in Winchester, VA is seeking a front office specialist to be the first voice customers hear and keep jobs moving from the first call to final payment. This in-office role is central to the company’s operations.

You will answer calls, schedule, coordinate technicians, follow up on estimates, manage invoices, and build relationships with homeowners and property managers. Compensation is $16–$18 per hour with uncapped commissions and growth to Office Manager as we scale.

Qualifications

• 2+ years in customer service, scheduling, dispatch, inside sales, or front office work.
• Comfortable on the phone - this job is 60-70% talking to people
• Genuinely good with upset or stressed customers
• Organized enough to track 20+ open jobs at once without dropping one
• Solid computer skills (email, scheduling software, spreadsheets - we'll train you on our systems)
• Reliable transportation and consistent attendance

Responsibilities

• Answer every incoming call, fast. Emergency calls don't wait. You'll answer promptly, calm the customer down, get the details, and get them on the schedule.
• Book appointments. Manage the schedule in our field management software (WorkIZ) and coordinate technicians across three territories.
• Follow up relentlessly. Follow up on every estimate sent, every quote pending, and every customer who hasn't scheduled yet.
• Prepare and send estimates for cleaning services and coordinate documentation for restoration estimates.
• Collect accounts receivable. Call on open invoices daily, work oldest to newest, and keep our aging under control.
• Make outbound calls. Reactivate past customers, follow up with property managers, plumbers, and insurance agents.
• Monitor lead sources. Track incoming leads from Google, Angi, Thumbtack, and our website.
• Request reviews. Ask every happy customer for a Google review. Our reputation is our best marketing.

Skills

Customer service

Scheduling

Dispatch

Phone skills

Front office

Tools

WorkIZ

ServiceTitan

Jobber

Housecall Pro

Job description

Job Description

ABOUT US

Voda Cleaning & Restoration serves homeowners and businesses across Winchester, Frederick County, the Eastern Panhandle of West Virginia, and Western Maryland. When a family has water in their basement, mold in their crawlspace, or smoke damage in their kitchen, we're who they call - often on the worst day they've had in years.

We are a locally owned, family-run business. We are not a call center and we are not corporate. Our standard is simple: every person who calls us gets treated like a neighbor, and every job gets done right the first time.

We are looking for one person to own our front office.

THE ROLE

You are the first voice a customer hears and the person who keeps every job moving from the first phone call to the final payment. This is not a "sit and wait for the phone to ring" job. It is the most important seat in the company.

What you'll do every day:

• Answer every incoming call, fast. Emergency calls don't wait. You'll answer promptly, calm the customer down, get the details, and get them on the schedule.
• Book appointments. Manage the schedule in our field management software (WorkIZ) and coordinate technicians across three territories.
• Follow up relentlessly. Follow up on every estimate sent, every quote pending, and every customer who hasn't scheduled yet. Most jobs are won on the second or third contact, not the first.
• Prepare and send estimates for cleaning services (carpet, upholstery, tile, air duct) and coordinate documentation for restoration estimates.
• Collect accounts receivable. Call on open invoices daily, work oldest to newest, and keep our aging under control.
• Make outbound calls. Reactivate past customers, follow up with property managers, plumbers, and insurance agents.
• Monitor lead sources. Track incoming leads from Google, Angi, Thumbtack, and our website. Make sure nothing falls through the cracks and flag which sources are producing.
• Request reviews. Ask every happy customer for a Google review. Our reputation is our best marketing.

Required:

• 2+ years in customer service, scheduling, dispatch, inside sales, or front office work
• Comfortable on the phone - this job is 60-70% talking to people
• Genuinely good with upset or stressed customers
• Organized enough to track 20+ open jobs at once without dropping one
• Solid computer skills (email, scheduling software, spreadsheets - we'll train you on our systems)
• Reliable transportation and consistent attendance

Strongly preferred:

• Experience in home services, restoration, construction, HVAC, plumbing, or a medical/dental front office
• Any experience with collections, invoicing, or accounts receivable
• Experience with WorkIZ, ServiceTitan, Jobber, Housecall Pro, or similar

You’ll do well here if you:

• Would rather pick up the phone than send an email
• Follow up without being reminded
• Take it personally when a customer has a bad experience
• Like knowing exactly what's expected of you and getting scored on it

COMPENSATION

$16-18 per hour, depending on experience - with the opportunity to make significantly more through heavy commissions.

This is not a capped hourly job. The harder you work the phone and the more jobs you book, the more you earn. We'll walk you through the full commission structure during the interview.

Also included:

• Paid time off
• Direct access to the owners - no layers, no bureaucracy
• Real growth path: this seat becomes Office Manager as we scale

Schedule: Monday-Friday, 8:00 AM - 5:00 PM, in-office in Winchester, VA. Occasional after-hours availability for emergency call coordination (compensated).

Company Description

VODA Cleaning & Restoration of Martinsburg & Winchester offers an exciting opportunity to join a growing team dedicated to making a difference. We specialize in helping families and businesses restore their spaces after unexpected events, providing meaningful and rewarding work. Our team values hard work, dedication, and a strong commitmen