Customer Service & Operations Coordinator

Department: Sales / Operations
Reports to: Logistics Manager
FLSA Status: Exempt

Position Summary

The Customer Service & Operations Coordinator is a high-impact role responsible for delivering exceptional customer experience while ensuring operational issues are resolved quickly and effectively.

This role is 90% customer service and operational support, acting as the central point of coordination for job-related issues, scheduling, and internal alignment. The remaining 10% supports office administration, helping maintain a clean, organized, and professional work environment.

This position requires urgency, ownership, and strong communication skills. You will play a key role in protecting the company’s reputation and ensuring a seamless customer experience from start to finish.

Key Responsibilities

Customer Service & Operations (Primary Focus – ~90%)

• Serve as the primary point of contact for customer issues, concerns, and escalations
• Take full ownership of job-related problems and drive resolution from start to finish
• Coordinate between Sales, Operations, AR, and CRM teams to ensure timely responses and solutions
• Lead and manage trouble ticket meetings, ensuring accountability and follow-through across departments
• Maintain clear, detailed documentation in AccuLynx (notes, photos, updates, and communication logs)
• Proactively communicate with customers to de-escalate issues and build trust
• Conduct client issue site visits when necessary to support resolution and maintain customer satisfaction

Scheduling & Installation Management

• Coordinate and manage inspection scheduling and dispatching for inbound homeowner requests
• Support installation scheduling, ensuring jobs are properly set, confirmed, and communicated across teams
• Assist in coordinating repair work, re-inspections, and quality control visits
• Track and follow up on repair tickets and punch list items to ensure timely completion
• Work closely with Operations to ensure install timelines, crew availability, and job readiness are aligned
• Communicate scheduling updates clearly to both customers and internal teams
• Help identify and resolve bottlenecks or delays in the installation pipeline

Communication & Intake

• Answer inbound calls and manage voicemails during business hours (9:00 AM – 5:00 PM)
• Ensure all open issues are tracked, prioritized, and resolved efficiently

Office Administration (Secondary – ~10%)

• Maintain a clean, organized, and professional office environment
• Stock and manage office supplies, kitchen items, and beverages
• Receive, sort, and distribute incoming mail
• Coordinate shipping and receiving of materials
• Assist with planning office events (e.g., team events, holiday parties)
• Support general administrative needs as assigned

Qualifications

• Strong experience in customer service, operations coordination, or project scheduling
• Experience with job scheduling, dispatching, or installation coordination preferred
• Ability to manage multiple priorities in a fast-paced environment
• Excellent problem-solving and conflict resolution skills
• Strong communication and interpersonal skills (both internal and client-facing)
• High level of ownership and accountability
• Organized with strong attention to detail and follow-through
• Proficiency in CRM systems (AccuLynx preferred) and Microsoft Office Suite

Work Schedule

• In-office, Monday–Friday | 9:00 AM – 5:00 PM

Physical Demands

• Primarily sedentary role with extended periods of sitting, phone use, and computer work
• Occasional standing, walking, and light lifting (office supplies, packages)
• Occasional local travel for site visits

Work Environment

• Professional office environment
• Fast-paced, team-oriented setting requiring frequent communication and coordination across departments

Additional Information

This job description is not intended to be a comprehensive list of all duties. Responsibilities may evolve based on business needs.