Office Administrator & Customer Service Coordinator

Landmark Electric is seeking a dependable, personable, and organized professional to manage customer inquiries, coordinate appointments, follow up with customers, and support daily office administration.

You will be an important point of contact for homeowners—from their first phone call through scheduling, service, and follow-up. Reporting directly to the President, you will maintain accurate records, organize paperwork, and contribute practical improvements to how we serve customers and operate the business.

Based in Troy, Landmark provides residential electrical service, repairs, and improvements, along with light-commercial work throughout Oakland, Macomb, and select Wayne County communities.

Customer service and appointment scheduling

• Answer incoming calls, emails, texts, and online inquiries promptly and professionally.
• Gather accurate customer information, service needs, location, and scheduling preferences.
• Explain our service process and approved fees, answer routine questions, and help customers book appointments.
• Schedule service visits, estimates, and maintenance according to established availability and scheduling guidelines.
• Coordinate with electricians, communicate appointment changes, and keep customers informed.
• Recognize urgent requests and promptly involve the appropriate team member.

Customer follow-up and issue resolution

• Return missed calls and follow up on inquiries that have not yet become appointments.
• Contact customers about outstanding estimates, postponed appointments, and maintenance needs.
• Confidently ask for the appointment while maintaining a helpful, respectful approach.
• Follow established contact schedules and document each conversation, outcome, and next step.
• Receive customer complaints calmly, gather the facts, and coordinate a timely response.
• Resolve routine concerns within company guidelines and escalate technical questions or matters requiring management approval.
• Follow through on assigned concerns until they are resolved or responsibility has been clearly transferred.

Office administration and recordkeeping

• Maintain accurate customer, job, and communication records in Housecall Pro.
• Review existing records to prevent duplicate customers, appointments, and service requests.
• Collect and organize receipts, associate expenses with the appropriate job or category, and prepare documentation for bookkeeping.
• Maintain confidential employee paperwork, onboarding records, PTO information, and training and license reminders under management direction.
• Organize digital files, track missing documentation, and follow up on administrative deadlines.
• Keep the President informed of unresolved issues, scheduling concerns, and items requiring a decision.

Process improvement and customer experience

• Help develop and refine office procedures that improve customer service, scheduling, follow-up, and recordkeeping.
• Identify recurring problems, missed handoffs, or unnecessary steps and recommend practical solutions.
• Help create and maintain checklists, communication templates, and written procedures so work is handled consistently.
• Suggest ways to use Housecall Pro and existing company tools more effectively.
• Work with the President to implement approved improvements and evaluate their effect on daily operations and customer satisfaction.

What you bring

• Experience in customer service, scheduling, office administration, or a similar role.
• A clear, professional telephone manner and strong written communication.
• Confidence making outbound follow-up calls and discussing service fees and scheduling.
• Strong organization, accurate data entry, and dependable follow-through.
• The ability to manage interruptions, prioritize incoming customer needs, and complete administrative work.
• Sound judgment when handling complaints, confidential information, and requests requiring approval.
• Comfort learning software and working across phone, email, scheduling, and document systems.
• Initiative to identify opportunities for improvement and help put approved solutions into practice.
• The ability to work independently while staying responsive and communicating with the team.

Experience with an electrical, HVAC, plumbing, or other home-service company is preferred. Familiarity with Housecall Pro, ServiceTitan, or similar software is helpful. An electrical background or college degree is not required. No electrical license or LARA lookup is required for this position.

Work arrangement

This position is primarily remote, with limited scheduled attendance at our Troy office for paperwork, coordination, and other business needs. Applicants must be able to attend the office as required.

The role requires reliable availability during assigned weekday hours, a quiet workspace suitable for customer calls, dependable internet access, and careful handling of company and customer information. Training arrangements and the office-attendance schedule will be discussed during the hiring process.

Compensation and benefits

• $20–$24 per hour, based on relevant experience and qualifications.
• 100% company-paid employee health-insurance premiums.
• 401(k) with company match.
• Paid time off and paid holidays.
• Dental and vision coverage options.
• Primarily remote work with limited office attendance.
• Training in Landmark’s services, systems, and procedures.

Benefits are subject to applicable eligibility requirements and plan terms.