Scheduler / Customer Service Representative
Job Type
Full-Time, Year-Round
Classification
Non-Exempt / Hourly
Direct Reports
Lawn Care Manager and Customer Service Manager
Work Setting
Office-Based with occasional field coordination
POSITION SUMMARY
The Scheduler / Customer Service Representative is the operational backbone of daily service delivery. This role is responsible for building and managing technician schedules that maximize efficiency across all service areas, while serving as the primary point of contact for customers. The ideal candidate is highly organized, a natural communicator, and takes genuine pride in delivering a great customer experience.
KEY RESPONSIBILITIES
Scheduling & Route Planning
● Build and manage daily and weekly service schedules for all technicians across all locations
● Optimize routes to reduce drive time, maximize stops per day, and minimize fuel costs
● Adjust schedules in real time for weather delays, cancellations, call-outs, and service callbacks
● Coordinate new customer onboarding with the Lawn Care Manager to slot first applications efficiently
● Ensure technicians are loaded with the correct products and have complete, accurate job information before leaving each day
● Maintain up-to-date scheduling records; flag capacity issues or coverage gaps to the Lawn Care Manager
● Balance workloads evenly across technicians based on geography, service type, and efficiency data
Customer Service
● Serve as the primary inbound contact for customer calls, texts, and emails regarding scheduling, service questions, and concerns
● Confirm upcoming appointments and proactively communicate any scheduling changes or delays
● Handle customer complaints and service concerns with professionalism, empathy, and urgency; escalate to the Lawn Care Manager when needed
● Process service additions, cancellations, and account updates accurately in the company software
● Follow up with customers after callbacks or re-treatments to confirm satisfaction
● Identify and communicate upsell opportunities to the Lawn Care Manager based on customer conversations
● Maintain a positive, professional tone in all customer interactions — phone, email, and text
Administrative & Office Support
● Maintain accurate customer records, service notes, and scheduling data in the company’s CRM or field service software
● Generate and review daily completion reports; flag incomplete stops or missing data
● Assist with invoicing, renewal notices, and service confirmation communications as needed
● Support the Lawn Care Manager with reporting, data entry, and special projects
PERFORMANCE METRICS
● Technician schedule utilization rate
● On-time service completion rate
● Customer satisfaction scores / call resolution rate
● Inbound call and email response time
● Scheduling error rate
● Customer retention contribution
QUALIFICATIONS
● 2+ years of experience in scheduling, customer service, or office coordination; field service or home services industry a plus
● Excellent verbal and written communication skills; comfortable on the phone with a wide range of customers
● Highly organized with strong attention to detail and the ability to manage multiple priorities simultaneously
● Proficient with scheduling or CRM software; ability to learn new systems quickly
● Calm and solution-oriented under pressure; able to handle difficult customer interactions with professionalism
● Team player who collaborates well with field staff and management
● Knowledge of local service area geography is a plus
COMPENSATION
● Hourly wage commensurate with experience
● Performance bonus tied to scheduling efficiency and customer satisfaction metrics
BENEFITS
● Accrual-based PTO starting at two weeks per year
● Retirement planning contribution, including 401K match
● Health insurance plans with low and high deductibles
Job Type: Full-time
Pay: From $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience:
- customer service: 1 year (Preferred)
License/Certification:
- Driver's License (Preferred)
Work Location: In person
