Customer Service Representative & Scheduling Coordinator – New York, NY

Swifto NY•New York, NY

4d•Onsite

About The Position

Swifto, a growing, premium dog walking and pet care company, is seeking a Customer Service & Scheduling Coordinator for its New York City operations. This full-time, in-office role is ideal for a calm, organized problem-solver who enjoys helping both people and pets. The coordinator will support daily operations, ensure reliable and timely service completion, and maintain an excellent client experience. This position involves close collaboration with clients, dog walkers, and the Operations Manager to coordinate schedules, resolve issues, and manage the dynamic nature of service requests and changes.

Requirements

Previous customer service, scheduling, operations, hospitality, or other service-coordination experience.
Excellent written and verbal communication skills, including confidence handling client concerns and sensitive situations.
Strong organization, attention to detail, and the ability to manage competing priorities in a fast-moving environment.
A practical, solutions-oriented approach and the ability to remain calm when plans change unexpectedly.
Comfort learning and using scheduling, messaging, and other web-based systems throughout the workday.
Reliability and sound judgment, particularly when coordinating time-sensitive pet care services.
A collaborative attitude and a genuine love of pets and the people who care for them.

Responsibilities

Manage daily scheduling and service changes, including new requests, cancellations, walker time off, and last-minute coverage needs.
Communicate directly with clients by phone, email, and messaging to answer questions, provide updates, and resolve concerns promptly and professionally.
Coordinate closely with dog walkers throughout the day to confirm services are accepted, remain on schedule, and are completed as planned.
Monitor active services and respond quickly to late arrivals, access issues, schedule disruptions, emergencies, and other time-sensitive concerns.
Reassign services and notify affected clients when coverage changes are required.
Maintain accurate client, pet, walker, scheduling, and service records in company systems.
Escalate complex client, walker, or safety concerns to the Operations Manager while helping drive each issue to resolution.
Support new client onboarding and other administrative or operational projects as needed.
Provide occasional weekend, additional evening, and holiday coverage based on business needs.