Customer Service/Scheduling Coordinator

Position Summary

We are seeking a proactive and detail-oriented Customer Service & Scheduling Coordinator to manage service appointments, assist customers via phone and email, and support call center operations. This individual will play a key role in ensuring a smooth service experience from initial contact through job completion.

Key Responsibilities

1. Customer Service

• Act as the first point of contact for customer inquiries via phone, email, and online platforms.
• Provide accurate information regarding services, pricing, availability, and timelines.
• Resolve customer issues, complaints, or service changes in a timely and professional manner.
• Maintain a high level of customer satisfaction and represent the company with a service-first attitude.

2. Scheduling & Dispatch

• Coordinate service appointments with customers, ensuring optimal technician routes and time management.
• Assign and dispatch field technicians or service representatives based on availability, location, and expertise.
• Monitor schedule changes and proactively communicate updates or delays to customers and team members.
• Manage service calendars, reschedule jobs as needed, and minimize gaps or conflicts.

3. Call Center Operations

• Handle inbound and outbound calls efficiently to meet performance and quality metrics.
• Log all customer interactions, service calls, and follow-ups accurately in the CRM or scheduling system.
• Assist in maintaining call scripts, FAQs, and knowledge base documents.
• Participate in team meetings and contribute feedback to improve call center processes.

4. Administrative & Reporting

• Maintain accurate service records, customer notes, and scheduling logs.
• Prepare reports on service volume, customer issues, and technician performance.
• Assist with billing, service confirmations, and post-appointment follow-ups as needed.

Qualifications

• High school diploma or equivalent; college degree preferred.
• 2+ years in a customer service, scheduling, or call center environment.
• Experience with scheduling software and CRM systems (e.g., ServiceTitan, Salesforce, Zendesk).
• Excellent communication skills, both verbal and written.
• Strong problem-solving ability and attention to detail.
• Ability to multitask and work under pressure in a fast-paced environment.

Preferred Skills

• Knowledge of field service operations or home services (e.g., HVAC, flooring, cleaning, etc.)
• Bilingual skills (Spanish/English) a plus.
• Familiarity with Microsoft Office and Google Workspace.

Working Conditions

• Full-time position.
• Office-based.
• May require occasional weekend or evening availability.