Customer Care & Scheduling Coordinator

Customer Care & Scheduling Coordinator Location:

Wilsonville, OR In Office Company:

Kraft Screens About Kraft Screens 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 . Position Overview 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 . Key Responsibilities Customer Care & Communication 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 Scheduling & Dispatch 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 Operations & Administration 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 Team & Brand Representation 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 Growth & Improvement Participate in ongoing training to improve results and efficiency Contribute ideas and feedback to improve systems, workflows, and customer experience What We're Looking For Required Skills & Qualities 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 Preferred Experience Customer service, scheduling, dispatch, or service coordination experience Experience working in a home services, construction, or installation-based business Familiarity with Service Fusion or similar platforms You'll Thrive in

This Role If You:

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 What We Offer Competitive pay Benefits including: ○ 401(k) matching ○ Medical Insurance ○ Dental Insurance ○ Vision Insurance ○ Paid Time Off ○ Weekends off Opportunities for growth within a growing local company A supportive team environment Training and tools to help you succeed

Job Type:

Full-time Pay:

$22.00 - $25.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Application Question(s): Can you pass a background check? Why are you interested in this role, and why do you believe you would be a strong fit? This role involves phones, scheduling changes, customer communication, and supporting field technicians throughout the day. Tell us about your experience working in a fast-paced environment. What software systems, scheduling tools, CRMs, or office programs have you used in previous roles? Are you comfortable handling high call volume and schedule changes throughout the day? What does dependable at work mean to you? Please include your typical attendance record in your last role.

Education:

High school or equivalent (Required)

Experience:

Appointment scheduling: 1 year (Preferred)

Dispatching:

1 year (Preferred)

Sales:

1 year (Preferred)

Front of House:

1 year (Preferred) Customer service: 2 years (Required) Ability to

Commute:

Wilsonville, OR 97070 (Required)

Work Location:

In person