Job Title: 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.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Shift:
Application Question(s):
- Willing to undergo a background check and drug test?
- Do you have at least 3 years of customer service experience?
- Do you have a valid Florida drivers license and reliable vehicle?
Work Location: In person
