Customer Service Representative & Scheduling Coordinator – Charlotte, NC

Swifto Charlotte•Charlotte, NC

5d•Onsite

About The Position

Swifto is seeking a Customer Service & Scheduling Coordinator for their growing, premium dog walking and pet care company. This full-time, in-office role in Charlotte, NC, requires a calm, organized problem-solver who enjoys helping people and pets. The coordinator will support 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 manage schedules, resolve issues, and adapt to changing plans.

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.