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 escalationsTake full ownership of job-related problems and drive resolution from start to finishCoordinate between Sales, Operations, AR, and CRM teams to ensure timely responses and solutionsLead and manage trouble ticket meetings, ensuring accountability and follow-through across departmentsMaintain 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 environmentExcellent problem-solving and conflict resolution skillsStrong communication and interpersonal skills (both internal and client-facing)High level of ownership and accountabilityOrganized with strong attention to detail and follow-throughProficiency 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.