Client Success (Scheduling Coordinator)

Client Success (Scheduling Coordinator)

Are you a versatile, efficiency-focused professional who thrives in a fast-paced environment? Our client is seeking a dynamic, customer-focused Scheduling Coordinator to join our team. If you excel in communication, problem-solving, and enjoy the challenge of routing service technicians with multiple daily appointments, this position is for you!

Responsibilities:

Scheduling and Coordination:
Coordinate and schedule cleaning appointments by assigning staff based on availability, location, and skills.
Manage schedule changes, same-day reschedules, and last-minute updates.
Create weekly technician schedules and ensure each technician has optimized workdays (7–8 job hours daily).

Client Communication:
Serve as the primary contact for clients to confirm appointments, provide reminders, and address scheduling inquiries or concerns.
Communicate with clients regarding changes in schedules, technician delays, and special requests.

Team Coordination:
Communicate job details, special instructions, and schedule updates to cleaning staff.
Collaborate with customer service and sales teams to ensure seamless service delivery.

Customer Service:
Handle customer complaints and follow up with timely resolutions.
Arrange re-cleans, follow-ups, and accommodate specific requests.
Document and manage all instances of customer service issues.
Track key performance indicators (KPIs), such as customer attrition rates, and report trends or areas of concern to management.

Administrative Duties:
Manage and approve staff time-off requests in compliance with company policies.
Update customer preferences, fee adjustments, and day change records in the system.
Generate reports on scheduling metrics and analyze trends for improvement opportunities.

Problem Solving:
Resolve scheduling conflicts, missed appointments, and staff unavailability efficiently.
Proactively identify quality or customer service gaps using reports.


Perks and Benefits:

Competitive pay
Paid Time Off
US Paid Holidays
13th month pay

Work Schedule:

Monday to Friday, 7 AM - 4 PM EST (1-hour lunch break)
Salary: $7-9 USD per hour (Depending on experience/skills)

Requirements
Background in Client Success Management would be ideal
Experience: Previous experience in scheduling, coordination, or administrative roles, ideally in a service-based industry.
Technical Skills: Proficiency in scheduling software and tools, plus familiarity with Google Suite.
Communication Skills: Excellent verbal and written communication; professionalism with clients and staff.
Organizational Skills: Strong attention to detail, multitasking abilities, and accuracy in record-keeping.
Problem-Solving Skills: Critical thinking and decision-making capabilities to handle conflicts and last-minute changes.
Customer Service Skills: A strong customer service orientation, addressing client concerns promptly and courteously.
Time Management: Ability to prioritize tasks and work effectively in a fast-paced environment.