Customer Service & Operations Manager
About The Position
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.
Requirements
- Strong experience in customer service, operations coordination, or project scheduling
- 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
Nice To Haves
- Experience with job scheduling, dispatching, or installation coordination preferred
Responsibilities
- 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
- 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
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
