Customer Success & Lead Conversion Specialist (Remote)

About Iris Mechanical

Iris Mechanical is a fast-growing home services company based in Silicon Valley, California. We help homeowners with HVAC, electrical, and home electrification projects through exceptional customer service, modern technology, and a customer-first approach.

We're building more than an HVAC company - we're building a modern service business where great people, AI, and continuous improvement create an outstanding customer experience.

If you enjoy helping people, solving problems, and taking ownership, we'd love to meet you.

Your Mission

As our Customer Success Specialist, you'll be the first impression of Iris Mechanical.

Every conversation matters. Your role is to build trust, understand customer needs, and guide every qualified customer toward the right next step, whether that's a service call, maintenance visit, or replacement estimate.

Your communication directly impacts customer satisfaction, appointment conversion, and company growth.

What You'll Do

1. Respond to customers by phone, SMS, email, website, Google, Yelp, and Thumbtack.

2. Qualify leads and schedule service, maintenance, and estimate appointments.

3. Prioritize emergency requests and high-value opportunities.

4. Maintain accurate CRM records and document customer interactions.

5. Coordinate with technicians and the sales team.

6. Follow up to ensure no qualified lead is missed.

What We're Looking For

1. Fluent English (C1 or equivalent) with excellent spoken and written communication.

2. 2+ years of experience in customer service, customer success, appointment setting, dispatching, sales support, or call center operations.

3. Experience using CRM systems, Google Workspace, and AI tools (ChatGPT, Claude, or similar).

4. Organized, proactive, detail-oriented, and comfortable managing multiple conversations simultaneously.

5. Experience working with U.S. customers or the home services industry is a strong advantage.

6. Working Hours: U.S. Pacific Time (California) business hours.

7. Reliable high-speed internet, a quiet workspace, and a quality headset are required.

8. This is a full-time remote position (40 hours/week).

Why Join Iris Mechanical?

1. Grow with us - Clear opportunities for career advancement in a fast-growing company.

2. Performance rewards - Performance bonuses and regular salary reviews.

3. Keep learning - Reimbursement for approved courses, certifications, books, and professional development.

4. Upgrade your workspace - Home office reimbursement after successfully completing your probation period.

5. Modern tools - Work with AI-powered software and develop valuable future-ready skills.

6. Make an impact - Work directly with leadership where good ideas are heard and implemented quickly.

Our Hiring Process

We focus on real skills, not just resumes.

1. Submit your resume and a 1-minute audio introduction in English.

2. Complete a short written assessment.

3. Participate in an interview.

4. Receive an offer and begin onboarding.

How to Apply

Please submit to the email provided:

1. Your resume (PDF)

2. Earliest available start date

3. A 60–90 second audio introduction in English

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Iris Mechanical is a fast-growing home services company based in Silicon Valley, California. We help homeowners with HVAC, electrical, and home electrification projects through exceptional customer service, modern technology, and a customer-first approach.

We're building more than an HVAC company - we're building a modern service business where great people, AI, and continuous improvement create an outstanding customer experience.

If you enjoy helping people, solving problems, and taking ownership, we'd love to meet you.

Email: hr@irismech.com

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