Service Coordinator

Purpose of Position

To insure every repeat client is cleaned on the scheduled day and/or requested. To insure absent employee’s jobs are covered. To insure every customer scheduling request, change, and preference is documented and cheerfully accommodated. To insure converted leads are fulfilled and not lost due to a lack of time‑slots available. Insure daily capacity (through aggressive scheduling, juggling, stretching). Work in initial cleans & occasionals, last minute requests.

Fulfill every job, every day (avoid rescheduling later). To convert leads to sales, correct service failures, assure outstanding customer satisfaction, relations, and communications.

• Finding / making spots for new bookings
• Strategic technician routing
• Take customer calls and accommodate reschedules, specific requests
• Reschedule jobs same day for absent employees, holidays, staff changes
• Communicate with customers about changes
• Update computer with customer preferences, fee changes, day changes, etc.
• Alert customer when tech will be late
• Optimized every technician's day
• Inform the Office Manager of openings 24 to 72 hours out
• Confirm all unconfirmed appointments
• Follow up with customers via email, phone
• Finding open spots for new jobs
• Print work order, pull keys, document key assignments
• Create weekly technician schedules on time
• Organize and lead the technicians on Turn In Day
• Follow up with “undecided” estimates to try to book
• Insure all estimator information is in the computer for scheduling

• Assure leads & prospects are followed up on and converted
• Maintain or improve prospect conversion
• Document, track, measure (leads, conversions)
• Submit weekly reports to Office Manager
• Answer phone calls regarding home service pricing
• Schedule appointments and perform in-home estimates
• Respond to emails leads in Infusionsoft
• Documentation in database
• Maintain daily stats

• Handle (or return-call) all customer complaints timely
• Arrange re-cleans, and follow ups
• Involve Office Manager when a customer cannot be satisfied or severe issues
• Coach offending cleaning technician
• Make recommendations to management regarding trends, changes
• Document complaints, issue complaint forms to cleaning techs
• Make recommendations to Office Manager for cleaning tech discipline or termination

• Enter all working time into Service CEO for cleaning techs
• Weekly closing jobs in Service CEO
• Weekly deposit in Service CEO
• Responsible for following up on delinquent payment
• Send out monthly invoices to customers

• Daily capacity met (object: Meeting goal # of jobs per day)
• Outstanding customer rapport, relations
• Minimal change for the customer
• Optimized schedules for all employees (full schedule daily)
• Minimum chaos (forgotten keys, work orders, unconfirmed jobs, etc.)
• Correct service failures, converting to raving fan status
• High customer satisfaction through communication
• Quality service, customer satisfaction (low cancellations, good online reviews)
• Accurate accounts payable and payroll records done efficiently

• Bachelor’s in Business Management (a plus but not necessary)
• 5 years customer service experience
• 1–2 years of sales experience
• 1–2 years of scheduling experience
• Expertise in social media (Facebook, Twitter, Yelp)
• Advanced computer skills (Word, Excel, Quickbooks, Outlook, Gmail)
• Familiar with Infusionsoft and Service CEO (a plus but not necessary)
• Articulate correspondence
• Friendly
• Work in a fast-paced environment
• Make decisions quickly and accurately
• Multi-task and work independently
• Quality voice

Salary is determined by the level of experience. Must be able to interview for the position in person.

• Customer Service: 5 years

Please send resume to: