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Service Coordination Specialist OctoClean Riverside, CA Job Details Full-time $26

•$28 an hour 15 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Life insurance Retirement plan Qualifications Spanish Customer communication Teamwork Enterprise software Conflict de-escalation Dispatching Bachelor's degree Attention to detail Management reporting Manual handling Customer information system software

Full Job Description Position Title:

Service Coordination Specialist Position Type:

Full-time (39 hours per week),

Non-Exempt Schedule:

8:00 am

•5:00 pm Monday-Thursday 8:00 am

•4:00 pm

Friday Pay Range:

$26

•28 an hour Employer Description OctoClean is an enterprise whose purpose is to transform the janitorial industry by empowering and enabling successful franchise owners. We encourage aspiring business owners to take their first steps toward financial and personal freedom by investing in a franchise with OctoClean. As a member of our OctoClean corporate team, you would play an exciting and integral role in executing this vision! Our energetic and collaborative staff is focused on growing our customer base and creating programs that thrill our customers and franchisees. If you are creative, enjoy a challenge, and are willing to work hard to see a direct impact from your efforts, then OctoClean may be the right fit for you! OctoClean is an Equal Opportunity Employer. Please visit www.octoclean.com to learn more about us. Position Summary The Service Coordination Specialist is the primary front-facing support role for clients, franchise owners, and vendors, and is responsible for scheduling and tracking all specialty service jobs. This position manages inbound communication, documents service matters in the CRM system, coordinates follow-up, schedules specialty services, and ensures customer satisfaction. Specialty services include any cleaning service outside of general janitorial, including but not limited to carpet cleaning, floor care, window cleaning, detail cleaning, event cleaning, and special janitorial requests. The Specialist schedules, documents, and tracks jobs bundled into current customer contracts as well as incoming requests for one-time specialty services, and communicates between vendors and customers regarding job details, pricing, scheduling, completion, and grievances. The Specialist also assists in maintaining the schedule, product/supply inventory, and documentation for Stokt's internal floor crew. The role follows established internal processes and escalates complex matters appropriately. Strong attention to detail, conflict mediation skills, and documentation accuracy are essential for success. Key Responsibilities Client & Franchise Support Receive and manage inbound calls and the shared department email inbox Serve as the primary point of contact for customers, franchise owners, vendors, and affiliate team members, answering questions, addressing concerns, and providing updates on service status Provide first-level support to clients and franchise owners Receive complaints and extract all pertinent details Perform conflict mediation when service issues arise Conduct regular customer satisfaction calls and maintain a call schedule Collect and document customer feedback after service completion to improve future operations and client satisfaction Specialty Service Scheduling & Dispatch Review customer requests and determine the most suitable scheduling options based on service type and urgency Develop daily and weekly schedules for specialty and floor care services, balancing technician availability with client demands Proactively confirm scheduled services with customers, providing details on timing, scope of work, and technician assignments Assign service calls to teams with the support of the Specialty Services Manager Utilize software tools to plan and optimize technician routes, reducing travel time and improving service efficiency Quickly adjust schedules in response to last-minute changes, ensuring minimal disruption to service delivery CRM & Documentation (HubSpot) Create and manage cases within the Customer Relationship Management (CRM) system Accurately log all communication, service requests, technician assignments, and service outcomes in the scheduling, CRM, and billing software Maintain clear, thorough, and timely documentation Track open service items and ensure follow-up within defined timelines Ensure CRM entries meet documentation and quality standards Coordination & Escalation Relay case information clearly in verbal and written formats Coordinate internally with the Customer Service Operations Supervisor, Specialty Services Manager, and operations team to ensure seamless service delivery Assist management with scheduling conflicts, technician availability issues, and customer concerns Send templated communications and confirmations as directed Escalate service issues beyond the defined scope appropriately Reporting, Inventory & Administrative Support Generate and provide reports to management on scheduling efficiency, response times, and customer satisfaction Assist in ordering cleaning supplies and equipment to ensure technicians have the necessary tools for each job Foster a collaborative team environment, sharing insights and strategies for improving dispatching and scheduling processes Support general administrative functions Other duties and tasks may be assigned Physical Demands Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at times. Must be able to access and navigate each department at the organization's facilities

Pay:

$26.00

•$28.00 per hour Expected hours: 39.0 per week

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance

Education:

Bachelor's (Required)

Experience:

Customer Service:

3 years (Required)

Hubspot or CRM:

2 years (Required)

Language:

Spanish (Required) Ability to

Commute:

Riverside, CA 92507 (Required)

Work Location:

In person