Done Right Hood & Fire Safety

We are seeking an organized, proactive Service Coordinator to oversee scheduling, customer communication, and daily coordination of our kitchen exhaust and grease trap cleaning services. This position requires strong customer service skills, the ability to manage a team, and excellent follow-through to ensure every job is properly scheduled and completed.

Key Responsibilities

• Schedule and coordinate jobs: Manage recurring cleanings, emergency calls, and rescheduled appointments. Assign crews based on availability, job requirements, location, and customer access hours.
• Keep schedules productive: Plan efficient routes, fill scheduling gaps, and reduce unnecessary travel, overtime, and missed appointments.
• Deliver excellent customer service: Respond promptly to calls and emails, confirm appointments, provide updates, and resolve concerns professionally.
• Manage the scheduling and customer service team: Assign daily tasks, monitor performance, train employees, and hold team members accountable for timely follow-up and accurate work.
• Prepare crews for each job: Confirm access instructions, scope of work, site contacts, equipment needs, and any special customer requirements before dispatch.
• Track jobs through completion: Monitor crew progress, address delays, and ensure service reports, photos, and required paperwork are submitted.
• Maintain customer records: Keep service frequencies, contact information, job notes, and scheduling details accurate in ServiceTrade and other company systems.
• Coordinate follow-up work: Communicate deficiencies and repair needs to the appropriate team, track outstanding quotes, and identify opportunities to offer additional services.
• Support billing: Ensure completed jobs and documentation are ready for invoicing and communicate changes or additional work to the accounting team.
• Report to management: Provide regular updates on upcoming work, overdue services, customer complaints, crew capacity, and team performance.

Qualifications

• Experience in scheduling, dispatching, or service coordination; experience with cleaning, plumbing, HVAC, or other field service businesses preferred.
• Excellent phone etiquette, written communication, and customer service skills.
• Experience supervising employees and managing competing priorities.
• Strong attention to detail and ability to solve scheduling problems quickly.
• Comfortable using CRM software, scheduling systems, email, and spreadsheets. ServiceTrade experience is a plus.
• Ability to coordinate evening and overnight service schedules and respond to time-sensitive issues.

What Success Looks Like

• Jobs are scheduled on time with the correct crew and clear instructions.
• Customers receive prompt responses and proactive updates.
• Missed appointments, scheduling errors, and overdue cleanings decrease.
• Team members understand their responsibilities and complete their follow-ups.
• Completed jobs are documented accurately and ready for billing.
• Management receives clear reporting without needing to chase updates.