Customer Relations & Account Coordinator Position Summary
We are seeking a highly organized, customer-focused Customer Relations & Account Coordinator to join our growing team. This role is responsible for creating an exceptional customer experience from the initial inquiry through ongoing service. The ideal candidate is a strong communicator who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about building lasting customer relationships while supporting company growth.
Key ResponsibilitiesCustomer Sales & Account Management
- Respond to new customer inquiries and convert leads into recurring customers.
- Follow up on sales leads and customer inquiries promptly.
- Set up new customer accounts and ensure all information is entered accurately.
- Schedule one-time and recurring cleaning services.
Scheduling & Operations
- Manage recurring customer schedules with consistency and efficiency.
- Coordinate appointment bookings, reschedules, and holiday scheduling.
- Assign Team Captains to new and existing recurring customers.
- Forecast schedules to maintain consistent service teams while minimizing drive time and ensuring proper territory zoning.
- Balance weekly production schedules to meet revenue goals.
- Honor customer preferences, special requests, and preferred arrival windows whenever possible.
Customer Service
- Deliver a hassle-free experience for every customer interaction.
- Respond professionally to incoming phone calls, text messages, emails, and dispatch communications.
- Build strong customer relationships through proactive communication.
- Manage customer inactivity and service frequency adjustments.
- Process service agreement updates, including pricing and frequency changes.
- Communicate and implement annual or periodic price adjustments.
- Resolve customer concerns and escalated service issues with professionalism and empathy.
- Process customer cancellations while identifying retention opportunities.
Accounts Receivable & Administrative Duties
- Manage customer invoicing and account balances.
- Send invoices and payment receipts.
- Collect outstanding balances and coordinate payment arrangements.
- Pause services for delinquent accounts when necessary.
- Complete weekly revenue closeout procedures and ensure account accuracy.
Online Reputation Management
- Monitor and respond to Google Reviews professionally.
- Encourage satisfied customers to leave positive reviews.
- Protect and strengthen the company's reputation through exceptional customer service.
Qualifications
- Previous experience in customer service, scheduling, sales, or office administration preferred.
- Strong communication and interpersonal skills.
- Excellent organizational and time management abilities.
- Ability to multitask in a fast-paced environment.
- Comfortable handling difficult conversations while maintaining professionalism.
- Strong computer skills and ability to learn scheduling and CRM software.
- Detail-oriented with strong problem-solving skills.
- Positive attitude and commitment to delivering exceptional customer experiences.
What We're Looking For
The ideal candidate is someone who:
- Enjoys helping people and building lasting customer relationships.
- Takes ownership and follows through on commitments.
- Can effectively prioritize multiple tasks.
- Thrives in a team-oriented environment.
- Has a passion for organization, customer satisfaction, and operational excellence.
- Is motivated by achieving goals and contributing to company growth.
Performance Expectations
- Maintain exceptional customer satisfaction.
- Achieve weekly scheduling and revenue objectives.
- Ensure efficient scheduling with consistent Team Captain assignments.
- Maintain accurate customer accounts and billing.
- Support customer retention through outstanding communication and service.
- Contribute to the continued growth and success of the company through excellent customer care and operational efficiency.
Pay: $40,000.00 - $45,000.00 per year
Benefits:
- Health insurance
- Paid time off
- Paid training
- Vision insurance
Work Location: In person
