A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Customer Service & Scheduling Coordinator Position Summary We are seeking a proactive and detail-oriented Customer Service & Scheduling Coordinator to manage service appointments, assist customers via phone and email, and support call center operations. This individual will play a key role in ensuring a smooth service experience from initial contact through job completion. Key Responsibilities 1. Customer Service Act as the first point of contact for customer inquiries via phone, email, and online platforms. Provide accurate information regarding services, pricing, availability, and timelines. Resolve customer issues, complaints, or service changes in a timely and professional manner. Maintain a high level of customer satisfaction and represent the company with a service-first attitude. 2. Scheduling & Dispatch Coordinate service appointments with customers, ensuring optimal technician routes and time management. Assign and dispatch field technicians or service representatives based on availability, location, and expertise. Monitor schedule changes and proactively communicate updates or delays to customers and team members. Manage service calendars, reschedule jobs as needed, and minimize gaps or conflicts. 3. Call Center Operations Handle inbound and outbound calls efficiently to meet performance and quality metrics. Log all customer interactions, service calls, and follow-ups accurately in the CRM or scheduling system. Assist in maintaining call scripts, FAQs, and knowledge base documents. Participate in team meetings and contribute feedback to improve call center processes. 4. Administrative & Reporting Maintain accurate service records, customer notes, and scheduling logs. Prepare reports on service volume, customer issues, and technician performance. Assist with billing, service confirmations, and post-appointment follow-ups as needed. Qualifications High school diploma or equivalent; college degree preferred. 2+ years in a customer service, scheduling, or call center environment. Experience with scheduling software and CRM systems (e.g., ServiceTitan, Salesforce, Zendesk). Excellent communication skills, both verbal and written. Strong problem-solving ability and attention to detail. Ability to multitask and work under pressure in a fast-paced environment. Preferred Skills Knowledge of field service operations or home services (e.g., HVAC, flooring, cleaning, etc.) Bilingual skills (Spanish/English) a plus. Familiarity with Microsoft Office and Google Workspace. Working Conditions Full-time position. Office-based. May require occasional weekend or evening availability.
Job Type:
Full-time Pay:
$18.00 - $20.00 per hour
Shift:
Day shift Application Question(s): Willing to undergo a background check and drug test? Do you have at least 3 years of customer service experience? Do you have a valid Florida drivers license and reliable vehicle?
