Customer Service & Scheduling Coordinator

Company: Greener Method Cleaning & Restoration
Department: Customer Service / Operations
Reports To: Office Manager
Employment Type: Full-Time
Schedule: Monday–Friday, generally during normal business hours

The Customer Service Representative (CSR) serves as a primary point of contact between Greener Method Cleaning & Restoration and our customers.

The CSR is responsible for delivering an exceptional customer experience from the first inquiry through scheduling, service completion, and follow-up. This position plays a critical role in converting incoming opportunities into scheduled work, maintaining an organized service schedule, communicating accurate information to customers and field personnel, and ensuring customer needs do not fall through the cracks.

This is a fast-paced, customer-facing position requiring excellent communication, organization, attention to detail, follow-through, and the ability to manage multiple priorities simultaneously.

Answer incoming phone calls, emails, text messages, website inquiries, and other customer communications promptly and professionally.

Provide friendly, knowledgeable, and solution-oriented customer service.

Listen carefully to customer needs and gather complete and accurate information.

Explain Greener Method's services and service process clearly and professionally.

Maintain proactive communication with customers before, during, and after service.

Respond appropriately to questions, concerns, scheduling issues, and service-related problems.

Take ownership of customer requests and ensure appropriate follow-through.

Escalate issues requiring management involvement when appropriate.

Build positive, long‑term relationships with residential and commercial customers.

Respond promptly to new leads and service inquiries.

Collect complete customer, property, service, and contact information.

Identify the customer's needs and determine the appropriate service or next step.

Qualify incoming opportunities according to company procedures.

Provide approved pricing or service information when appropriate.

Follow up on leads that have not yet scheduled.

Follow up on outstanding estimates and open opportunities as assigned.

Maintain accurate statuses and notes for active leads and opportunities.

Help maximize the percentage of qualified inquiries that become scheduled customers.

Schedule service appointments, estimates, inspections, and other customer appointments.

Maintain an accurate, organized, and efficient service schedule.

Confirm appointments and communicate arrival expectations to customers.

Coordinate scheduling with field personnel and operations management.

Communicate schedule changes promptly to customers and affected team members.

Account for job requirements, technician availability, travel time, service duration, equipment needs, and other scheduling considerations.

Help maximize productive field schedules while avoiding unrealistic scheduling commitments.

Identify scheduling conflicts early and work with operations to resolve them.

Ensure technicians receive the customer information, service details, access instructions, and other information necessary to perform the job successfully.

Create and maintain accurate customer, lead, appointment, and job records within company systems.

Document customer conversations, service needs, scheduling information, special requests, and commitments.

Maintain accurate contact information and job details.

Update records promptly when information or job status changes.

Ensure customer and job records are complete enough that another team member can…