Customer Service Coordinator

About the CompanyThe Operations and Customer Care Coordinator serves as the primary point of contact for customers within the property management and pool service divisions. This role is responsible for managing customer relationships, addressing concerns and feedback, ensuring service quality, and coordinating communication between customers, vendors, and internal employees/departments. The Coordinator acts as the first line of resolution for customer issues, maintaining high standards of service before escalation to management or ownership. This role will coordinate with internal staff employees to get customer issues resolved successfully.About the RoleThis position is critical to maintaining strong customer relationships, protecting the company’s reputation, and ensuring seamless communication between customers, vendors, and internal employees/teams. The Operations and Customer Care Coordinator plays a key role in delivering a consistent, high-quality service experience.Responsibilities:Serve as the main point of contact for all customer inquiries, concerns, compliments, and service-related issuesRespond promptly and professionally to customer communications via phone, email, and other channelsInvestigate and resolve customer complaints, ensuring timely and satisfactory outcomesTrack and document all customer interactions, issues, and resolutions for quality control and reporting purposesMonitor service performance and identify trends or recurring issues to improve overall customer experienceCoordinate with internal employees / department supervisors (maintenance, pool service, operations, etc.) to resolve service issues efficientlyAct as a liaison between customers, vendors, and internal teams to ensure clear communication and alignmentProactively follow up with customers to confirm resolution and satisfactionSupport customer communication and relationship management as neededAssist in developing and implementing customer service standards and best practicesEscalate complex or high-risk issues to management when appropriateQualifications:Must have commercial property experience2+ years of experience in customer service, customer relations, or property management preferredStrong communication and interpersonal skillsAbility to remain professional and solution-oriented in high-pressure or conflict situationsExcellent organizational and multitasking abilitiesStrong problem-solving and critical-thinking skillsHigh attention to detail and follow-throughWork Environment & Schedule:Hourly, non-exempt positionFull-time position with standard business hours; occasional after-hours response may be requiredOffice and Field based with frequent communication across departments and with external customersCore Competencies:Customer-first mindsetConflict resolution and de-escalationAccountability and ownership of issues with the ability to delegate accordingly to internal staffTeam collaboration and cross-functional communicationQuality control and continuous improvement focusEqual Opportunity Statement:We are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals.