Customer Support (lead flow, quoting and booking)

Working Hours: 8 hours per day, from 5:00 PM to 1:00 AM Beirut Time (10:00 AM to 6:00 PM U.S. Eastern Time).Working Days: 5 days a week, 40 hours per week.Days Off: Saturday and Sunday.Work Location: Fully remote; you can work from anywhere with a reliable internet connection and a suitable workspace.Salary Range: Starting base salary of $1,500 per month take-home, with potential increases to $1,750 after 60 days and $2,000 after 90 days, based on performance and continued development.

Company Overview

The company specializes in automotive window tinting, paint protection film, and ceramic coating services, helping customers protect their vehicles, improve comfort, and maintain their appearance. With a focus on quality workmanship and reliable service, the company provides tailored solutions designed to meet each customer's needs while delivering a smooth and professional customer experience.

The company's culture is hands-on, quality-driven, and customer-focused. The team values craftsmanship, honesty, attention to detail, and respectful communication, supported by structured processes, training resources, and modern tools that help deliver consistent service and build lasting customer relationships.

Mission

We're hiring a full-time Customer Support Representative to become the front line of our customer communication and manage the flow of incoming leads. You'll respond to inquiries, collect essential customer and vehicle details, provide accurate quotes using established pricing guidelines, and help customers book the right services. You'll also manage daily activity in GoHighLevel CRM, ensuring pipelines, notes, tasks, and follow-ups stay organized and up to date.

Beyond handling new inquiries, you'll proactively reconnect with older leads, follow up on previous quotes, and engage past customers to recover opportunities and keep appointments moving forward. You'll build trust through friendly, informative conversations, answer questions honestly, and help customers understand the value of relevant services without using pressure or exaggerated claims.

If you're organized, personable, detail-oriented, and comfortable managing multiple conversations at once, this role is for you. You'll receive structured training, clear procedures, and practical tools to help you learn the products and pricing. As you gain experience and demonstrate strong customer communication skills, you'll gradually take on more phone responsibilities and grow with the business.

Key Responsibilities

Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence.

• Respond promptly to incoming leads through forms, text messages, and other communication channels using a friendly, professional, and helpful tone.
• Collect complete customer and vehicle information, including vehicle year, make, model, service requirements, customer preferences, and other relevant project details.
• Answer customer questions clearly and accurately, helping customers understand available services, product options, and their benefits.
• Prepare accurate quotes using established pricing guidelines, quick-reference sheets, and internal training resources.
• Build rapport by understanding each customer's needs, concerns, and reasons for seeking a service, making the interaction personal and informative.
• Book, confirm, reschedule, and rebook appointments while maintaining accurate scheduling information and avoiding calendar conflicts.
• Send appointment confirmations, reminders, and relevant follow-up messages to improve attendance and reduce no-shows.
• Manage daily GoHighLevel CRM activity, including updating pipeline stages, recording notes, creating tasks, and scheduling follow-ups.
• Follow up consistently with previous inquiries, older quotes, cold leads, and past customers to restart conversations and generate new bookings.
• Review higher-value quotes and older opportunities during slower periods, using approved follow-up strategies and promotional offers where appropriate.
• Recommend relevant services and upgrades when they align with customer needs, clearly explaining their value without misrepresenting benefits.
• Handle customer questions and objections with patience, confidence, and sound judgment, escalating complex issues when necessary.
• Follow up with customers after completed services to check satisfaction, encourage reviews, and identify additional service needs.
• Monitor unread messages and pending conversations, maintaining timely responses and ensuring no important inquiry is overlooked.
• Manage several active conversations and follow-up sequences simultaneously while maintaining accuracy and service quality.
• Take ownership of routine customer issues, identify missing information, and involve management when a situation requires additional support.
• Prepare simple updates on lead activity, bookings, follow-up progress, and opportunities that require attention.
• Gradually take on inbound and outbound phone calls as training progresses and performance demonstrates readiness.

Qualifications

• Years of Experience: Ideally 2+ years in customer support, appointment setting, inside sales, or another customer-facing role involving follow-ups, bookings, or revenue targets.
• CRM Tool: Experience with GoHighLevel or a similar CRM is preferred.
• Software: Familiarity with email, SMS, phone or VoIP tools, calendar systems, and CRM platforms.
• Industry Knowledge Required: Automotive aftermarket services, automotive care, or home services experience is a plus. Knowledge of window tinting, paint protection film, and ceramic coating is not required; comprehensive training will be provided.
• Language: Excellent written and spoken English. Spanish is not required.
• Customer Support and Sales: Experience answering customer questions, preparing quotes, managing appointments, and following up persistently is highly valued.
• Gender: No preference; candidates will be evaluated based on their skills, experience, and suitability for the role.

Skills & Competencies

• Excellent written and spoken English, with a clear, warm, personable, and professional communication style.
• Strong organizational skills and attention to detail, particularly when managing CRM records, customer information, quotes, and scheduling.
• Friendly and personable approach, with the ability to build rapport and make customers feel comfortable and understood.
• Customer-focused judgment and integrity, including the ability to explain product benefits honestly and recommend services based on genuine customer needs.
• Strong follow-up mindset and persistence in reconnecting with leads, reviving older conversations, and moving inquiries toward a booking.
• Confidence in handling customer questions, explaining pricing, addressing objections, and recommending relevant upgrades without being overly pushy.
• CRM discipline, including accurate notes, correct pipeline stages, task management, and consistent follow-up reminders.
• Excellent time management and the ability to handle a high volume of incoming inquiries and follow-up conversations.
• Reliable execution and ownership, with the initiative to identify missing information, resolve routine issues, and escalate appropriately.
• Coachable attitude, willingness to learn structured procedures, and ability to apply feedback consistently.
• Trustworthiness and accountability when communicating with customers, providing quotes, and managing business opportunities.
• Comfortable working independently in a remote environment while maintaining consistent communication with the team.

Technical Requirements

• Own PC or laptop suitable for daily customer support and CRM work.
• Reliable, high-speed internet connection; a wired connection is recommended.
• Good-quality headset and microphone for clear customer communication.
• Quiet, professional workspace suitable for handling customer inquiries and phone calls.
• Ability to work during U.S. Eastern business hours.
• Access to email, SMS, calendar tools, and CRM software, including GoHighLevel.
• Comfortable learning new software, internal procedures, and digital training resources.

Position Description

• Working Hours: 8 hours per day, from 5:00 PM to 1:00 AM Beirut Time (10:00 AM to 6:00 PM U.S. Eastern Time).
• Working Days: 5 days a week, 40 hours per week.
• Days Off: Saturday and Sunday.
• Work Location: Fully remote; you can work from anywhere with a reliable internet connection and a suitable workspace.
• PTO (Paid Time Off): One week of paid time off after completing one year of employment, subject to company policy and approval.
• Salary Range: Starting base salary of $1,500 per month take-home, with potential increases to $1,750 after 60 days and $2,000 after 90 days, based on performance and continued development.