Customer Care & Scheduling Coordinator

Kraft Screens is a locally owned, customer-first company specializing in custom window & door screens, measurements, and professional installations. The majority of our work comes directly from homeowners who choose Kraft for our craftsmanship, service, and reliability.

In addition to our direct-to-consumer business, we also partner with select retailers, including Home Depot, as a trusted service provider. While this partnership is an important part of our operation, our primary focus is delivering an outstanding experience to Kraft Screens customers from start to finish.

The Customer Care & Scheduling Coordinator plays a critical role in delivering a smooth, professional experience for our customers and field teams. This position blends customer service, scheduling, sales‑minded communication, and operational precision. You’ll be the first point of contact for many customers, responsible for managing schedules, supporting repeat business, coordinating installers, and ensuring every interaction reflects the Kraft Screens brand.

This role is ideal for someone who is organized, detail‑oriented, customer‑focused, and confident communicating with both homeowners and field professionals.

• Answer inbound customer calls and emails with professionalism, warmth, and confidence
• Guide customers through next steps while encouraging repeat business and referrals
• Approach every interaction with a customer‑care‑first mindset paired with light sales awareness
• Document customer needs, conversations, and issues accurately

• Schedule and dispatch measurement and installation teams using Service Fusion, internal systems, and retailer portals when applicable
• Build efficient daily schedules based on installer skill sets, geography, and performance
• Proactively make outbound calls to ensure field teams are scheduled for full workdays, five days per week
• Communicate schedule updates clearly to customers and installers

• Organize digital files and maintain accurate, up‑to‑date customer records
• Track open items, customer concerns, and follow‑ups to completion
• Work closely with office staff to keep operations running smoothly and accurately

• Maintain professionalism within the office and when interacting with the field team
• Collaborate with installers, contractors, vendors, and retail partners as needed
• Represent Kraft Screens with consistency, integrity, and pride in every interaction

• Participate in ongoing training to improve results and efficiency
• Contribute ideas and feedback to improve systems, workflows, and customer experience

• Strong verbal and written communication skills
• Excellent customer service instincts with a positive, solution‑oriented attitude
• High attention to detail and strong organizational skills
• Ability to multitask and manage priorities in a fast‑paced environment
• Comfortable using scheduling software, CRM tools, and internal systems

• Experience working in a home services, construction, or installation‑based business
• Familiarity with Service Fusion or similar platforms

• Take ownership and follow through
• Enjoy helping customers and supporting a team
• Are calm, professional, and adaptable when plans change
• Care about doing things right and representing a brand well

Competitive pay

• 401(k) matching
• Medical Insurance
• Vision Insurance
• Paid Time Off
• Opportunities for growth within a growing local company