Client Services & Operations Coordinator

We are seeking a personable, organized, and dependable Client Services & Operations Coordinator to manage customer communication and day-to-day administrative workflows for a growing residential structural-engineering business.

This role will serve as the primary point of contact for homeowners, Realtors, contractors, property managers, and other customers seeking structural inspections. The coordinator will answer inbound calls, gather information about the customer's property and concerns, explain the inspection process, schedule appointments, prepare proposals using established templates and pricing, and organize the information required by the assigned Professional Engineer.

The successful candidate does not need to perform engineering work or provide technical opinions. Technical questions and engineering decisions will be directed to a licensed Professional Engineer. The role requires someone who can learn basic residential construction and structural terminology, follow a repeatable workflow, communicate warmly and professionally, and make sure every inquiry receives proper follow-up.

This is not a general Virtual Assistant or data-entry position. It is a customer-facing coordination role requiring consistent phone availability, strong ownership, accurate administrative work, and excellent follow-through during US Eastern Time business hours.

• Serve as the primary point of contact for incoming customer calls

• Answer calls promptly and communicate in a warm, confident, and professional manner

• Ask structured questions to understand the property, structural concern, and requested service

• Gather information about issues such as foundation cracks, framing concerns, beams, load-bearing walls, crawl spaces, or proposed renovations

• Explain the company's inspection process, general pricing structure, scheduling process, and next steps

• Help customers understand when a structural inspection may be appropriate without providing an engineering opinion

• Return missed calls and follow up with prospective customers

• Communicate professionally with homeowners, Realtors, contractors, property managers, and other industry professionals

• Recognize technical questions that require a Professional Engineer and route them appropriately

• Maintain accurate notes from every customer interaction

• Schedule residential structural inspections and consultations

• Match customer availability with engineer calendars

• Coordinate appointments based on location, travel requirements, and engineer availability

• Confirm appointment dates, times, property details, pricing, and customer expectations

• Manage cancellations, rescheduling requests, and calendar changes

• Send appointment confirmations and reminders

• Gather property information, photographs, inspection reports, plans, and other available documentation before appointments

• Ensure engineers have the necessary customer and property information before traveling to an inspection

• Notify customers when an engineer is delayed or when appointment details change

• Keep engineer calendars and daily schedules accurate and current

• Prepare and send proposals using approved templates and established pricing

• Select the appropriate service and pricing based on the number and type of inspection concerns identified during intake

• Verify customer, property, scope, appointment, and pricing information before sending proposals

• Send proposals and agreements through DocuSign or the designated electronic-signature platform

• Follow up on outstanding and unsigned proposals

• Answer basic customer questions about proposals, fees, scheduling, and next steps

• Track prospective customers from initial inquiry through proposal acceptance

• Ensure qualified opportunities do not fall through the cracks

• Escalate unusual scopes, pricing questions, or non-standard customer requests to leadership

• Create electronic project files after proposals are accepted

• Save signed agreements, customer information, property details, photographs, plans, reports, and supporting documentation

• Enter accurate information into the company's CRM, scheduling, and project-management systems

• Create the required internal workflow for the assigned engineer

• Maintain clear and consistent file naming and documentation practices

• Update project status as work progresses

• Track missing information and follow up with customers when additional documents are required

• Ensure project records are complete, organized, and easy for engineers to access

• Assist Professional Engineers with the administrative portions of project setup and closeout

• Track open inspections, reports, customer communications, and outstanding actions

• Coordinate routine communication between customers and engineers

• Follow up when engineers require additional property information or documentation

• Assist with delivering completed reports, plans, and customer documentation

• Confirm that customers receive the appropriate final documents

• Route technical or engineering questions to the assigned Professional Engineer

• Help engineers remain focused on technical work by handling routine customer and administrative communication

• Maintain visibility into new inquiries, scheduled inspections, unsigned proposals, active projects, and outstanding documents

• Follow established workflows consistently across every customer and project

• Proactively follow up rather than waiting for customers or engineers to request updates

• Identify delayed, incomplete, or incorrectly documented projects

• Communicate scheduling conflicts, customer concerns, and operational blockers promptly

• Keep leadership informed of urgent matters and recurring customer issues

• Help document and improve administrative workflows as the business grows

• Take ownership of assigned work and anticipate the next required action

• Professional experience in customer service, administrative support, service coordination, scheduling, or a related role

• Experience regularly communicating with customers by phone and email

• Excellent spoken and written English

• Warm, confident, and professional phone presence

• Strong active-listening and information-gathering skills

• Experience scheduling appointments, field visits, or service professionals

• Experience preparing proposals, service agreements, estimates, or similar customer documents using established templates

• Strong follow-up skills and ability to move customers through a defined process

• Ability to manage calendars, customer records, documents, and project information accurately

• Strong organization and attention to detail

• Ability to manage multiple customers, appointments, and open actions simultaneously

• Ability to learn basic structural-engineering and residential-construction terminology

• Good judgment regarding which questions can be answered administratively and which must be escalated to an engineer

• Comfortable using CRM, scheduling, cloud-storage, and project-management software

• Ability to learn new systems and repeat established workflows accurately

• Ability to work independently without constant supervision

• Proactive working style and willingness to take ownership of follow-up

• Consistent availability Monday-Friday, 9:00 AM-5:00 PM Eastern Time

• Reliable internet connection, dependable computer equipment, and a quiet environment suitable for customer calls

• Experience supporting a structural engineering, civil engineering, residential engineering, architecture, construction, inspection, or field-service company

• Familiarity with residential construction or structural terminology

• Experience communicating with US homeowners, contractors, Realtors, or property managers

• Experience scheduling field engineers, inspectors, technicians, or other mobile professionals

• Experience using DocuSign or a similar electronic-signature platform

• Experience working with a US-based company

• Educational background in engineering, construction, architecture, or a related field

• Experience creating project files and supporting technical professionals

• Familiarity with foundations, crawl spaces, framing, beams, load-bearing walls, structural inspections, plans, and engineering reports