Client Experience & Scheduling Coordinator

Job Description

JOB DETAILS

REQUIREMENTS

• Background in scheduling, dispatch, client service, or operations
• Comfortable using CRMs and scheduling tools
• Strong organizational skills and attention to detail
• Experience in service-based industries is a plus

RESPONSIBILITIES

• Build and manage daily and weekly cleaning schedules
• Adjust schedules for call-outs, weather, or operational needs
• Maintain route efficiency and reasonable time expectations
• Communicate schedule updates clearly to technicians and clients
• Follow established scheduling systems and policies
• Serve as the primary point of contact for client questions or concerns
• Respond with professionalism, patience, and clarity
• Gather context, assess situations, and determine next steps
• Offer approved solutions when appropriate
• Ensure clients feel heard and informed through resolution
• Notice early signs of dissatisfaction
• Communicate proactively to prevent avoidable cancellations
• Track patterns and recurring issues
• Support positive follow-ups and review requests
• Help protect long-term client relationships
• Act as a steady communication link between technicians and the office
• Share clear expectations around schedule changes
• Help buffer technicians from unnecessary client stress
• Document accurately in the CRM
• Flag trends or concerns to leadership thoughtfully

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