Operations Coordinator (Remote, 35 hrs/week)

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Operations Coordinator (Remote, 35 hrs/week)

Rocket Service

Salary: $45,000/year

Schedule:

  • Mon–Thu: 9:30am–4:30pm ET
  • Fri: 9:30am–2:30pm ET
  • Sat: 9:00am–12:00pm ET

Location: Remote (U.S.-based)

About the Role:

Rocket Service is a growing appliance repair company hiring an Operations Coordinator. This role exists to remove daily operational noise from the owner by executing clearly defined procedures with consistency and accuracy.

This is not an operations manager or leadership role. It is ideal for someone who enjoys working from clear rules, following SOPs, keeping systems accurate, and escalating issues instead of improvising.

Your job is to keep things moving smoothly and quietly in the background.

What You’ll Do:

Inbound Calls & Booking

  • Answer inbound customer calls during scheduled hours
  • Book jobs in Housecall Pro using predefined rules
  • Apply quick call tags using a dropdown menu
  • Decline out-of-scope requests using approved scripts

Scheduling & System Updates

  • Update job assignments in Housecall Pro
  • Perform zip-based booking for service area
  • Maintain clean schedules in Housecall Pro for Technicians
  • 2x daily marking of booked calls in marketing platform

Technician & Parts Support (Administrative)

  • Look up parts using company accounts (e.g., Marcone, Amazon, eBay)
  • Place parts orders from approved vendors when part number and seller are provided
  • Assist with parts returns per SOP

Billing & Payments

  • Call customers to collect payment when authorized
  • Process payments for approved service agreements
  • Log payment activity accurately

Escalation & Documentation

  • Identify issues not covered by SOPs or blocked by systems
  • Capture context clearly (who, what, error, urgency)
  • Escalate to the owner without attempting to resolve independently

What This Role Does Not Do

  • Make scheduling or routing decisions
  • Optimize technician routes
  • Decide exceptions or tradeoffs
  • Create or modify processes
  • Manage technicians
  • Own operational outcomes

If you enjoy “figuring things out” or making judgment calls, this is not the right role

Ideal Background

  • Experience in admin, operations, CSR, or coordinator roles
  • Comfortable working inside systems and following written procedures
  • Able to read an SOP and execute consistently
  • Knows when to escalate instead of improvising
  • Calm, clear communicator

Experience with service businesses, healthcare admin, property management, or MSP environments is a plus.

Compensation & Time Off

  • $45,000 salary
  • 35 hours per week
  • 5 paid days off per year, scheduled in advance
  • Paid holidays when the business is closed, currently:
  • Thanksgiving Day
  • Christmas Day
  • Fully remote
  • No nights or Sundays

Success in this role means:

  • Calls answered live during scheduled hours
  • Jobs booked accurately within service rules
  • Zero missed marketing marks
  • Clean and complete Housecall Pro records
  • Issues escalated clearly, not emotionally

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

  • Paid time off

Application Question(s):

  • If you encounter a situation not covered in instructions, what do you do?
  • This role requires working Saturdays from 9am–12pm ET. Are you able to commit to that schedule consistently?
  • Have you worked in a role where you were responsible for following SOPs exactly as written?
  • Do you have experience answering live inbound customer calls in a service or dispatch environment, and are you comfortable handling them in real time (not just returning messages)?

Work Location: Remote

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

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With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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