Customer Service & Scheduling Coordinator

Job Description

Benefits:

• Competitive salary
• Opportunity for advancement
• 401(k)

• Must be familiar with driving and the Northern Virginia, DC, and Maryland area in order to plan out the schedule so jobs are in close proximity to each other.

• Manage and maintain the master service schedule for all active clients
• Confirm every scheduled job with the customer no less than 7 days in advance
• Proactively track down clients who are difficult to reach you don't wait for them to call you back
• Update scheduling records in real time; no gaps, no missing info
• Coordinate directly with Chad Dempster daily to ensure all upcoming jobs are reviewed and documented before crews depart

• Conduct onboarding calls/meetings with all new clients to set up their annual cleaning schedule
• Collect and securely process client credit/debit card information for recurring billing
• Document crew access instructions for each location: entry points, keypad codes, contact names, start/stop times, and any special instructions
• Explain and sell clients on our complimentary Lock Box Program where we provide a free lock box so crews can access the property without the client needing to be present; this requires confident, persuasive communication
• Ensure every onboarding is complete before a client's first service no missing fields, no assumptions

• Maintain accurate, detailed job records in ServiceMinder (our CRM and scheduling platform) every job should be self-explanatory to anyone reading it
• Flag any access issues, schedule conflicts, or client concerns before they become operational problems
• Occasionally available in the evening to answer clarifying questions from field crews (this should be rare if documentation is done right)

• Minimum 2 years of proven B2B or commercial customer service experience
• Demonstrated ability to manage scheduling and appointment confirmation in a fast-paced environment
• Comfortable and confident on the phone you can reach decision-makers, navigate gatekeepers, and hold direct conversations
• Strong documentation discipline you write things down completely, correctly, and in real time
• Self-starter who manages their own time and follow-up without being chased
• Proficiency with CRM tools, scheduling software, or similar platforms

• Experience in a commercial services company (HVAC, pest control, facilities management, cleaning services, property management, etc.)
• Background in customer onboarding or