Customer Service Operations Coordinator

Smart Home•Jacksonville, FL

8d•Onsite

About The Position

Five Smooth Stones AV is hiring an in-office Customer Service and Scheduling Coordinator in Jacksonville, Florida. The company is a locally owned smart-home and audiovisual business serving Northeast Florida, with a faith- and family-first culture emphasizing honesty, humility, care, accountability, teamwork, personal growth, and meaningful responsibility. The coordinator is the central point for service and installation scheduling, organizing the field team’s work across service calls, pre-wires, trim-outs, final installations, warranty visits, return visits, and other jobs. The role requires seeing the overall schedule, anticipating missing information or obstacles, and keeping work moving while communicating clearly with customers and colleagues. The position involves frequent coordination among customers, builders, technicians, sales, operations, purchasing, and accounting. The work can be fast-moving and may involve schedule changes, permits, delayed parts, and customer concerns. The company describes smart-home integration as a field with growth opportunities across customer service, operations, technical work, project management, sales, and other functions.

Requirements

Excellent organization, communication, and follow-through.
Strong customer-service instincts and practical problem-solving skills.
Ability to manage multiple priorities and frequent schedule changes.
High attention to detail and accurate data entry.
Comfort learning scheduling, dispatch, email, spreadsheet, and builder-management systems.
Confidence, composure, and professionalism during occasionally turbulent customer interactions by phone or email.
Care, follow-through, honest communication, and respectful treatment of customers and coworkers.

Nice To Haves

Experience in scheduling, dispatch, construction coordination, home services, or office operations.

Responsibilities

Schedule service calls, installations, pre-wires, trim-outs, final installations, warranty work, and return visits.
Maintain an accurate dispatch calendar and coordinate technician assignments, realistic job durations, and multi-day projects.
Contact customers to confirm appointments, explain applicable service charges, and communicate schedule changes clearly.
Review job details, labor requirements, parts availability, permits, access instructions, and required documents before scheduling work.
Maintain clear and useful work-order notes so technicians arrive prepared.
Track unanswered customer requests, missing documents, permit requirements, parts delays, and other obstacles until they are resolved.
Coordinate scheduling updates and handoffs with sales, operations, purchasing, accounting, technicians, and builder representatives.
Monitor shared scheduling email accounts and respond promptly and professionally.
Escalate customer complaints, billing questions, warranty questions, and scheduling conflicts to the appropriate manager.
Help maintain a positive customer experience and keep the field team and operation moving through changing priorities.