What are the responsibilities and job description for the Customer Care Coordinator position at Bailey?
Description
Step into a vital role at the heart of our service operations. As a Customer Care Coordinator, you’ll be assigned to a dedicated pod of technicians and a specific customer territory, acting as the primary support hub for that team. You’ll own the white glove experience for both the customers and technicians in your pod—ensuring every interaction is smooth, responsive, and professional.
If you're highly organized, thrive on building strong relationships, and take pride in keeping people connected and informed with every touchpoint, this is the role for you. The Customer Care Coordinator reports to the Field Service Manager assigned to the pod.
What You’ll Do
Be the communication anchor for your assigned pod—managing day-to-day coordination between customers, technicians, and internal departments.
Own the white glove experience for your pod’s customer base, ensuring every touchpoint is courteous, informed, and timely.
Dispatch technicians for service calls efficiently, keeping schedules optimized and customers updated.
Manage work in process (WIP) and cost service work orders to ensure accurate, efficient, and fast billing for your pod.
Submit and track warranty claims and ensure timely resolution.
Project manage short-term rental inquires and deliveries.
Work closely with the Parts Department to align parts orders with service timelines.
Monitor job progress by checking in with technicians throughout the day.
Handle other administrative service department tasks as assigned
Requirements
What You Bring:
A natural gift for clear, proactive communication with both customers and colleagues.
Strong organizational skills and attention to detail—you thrive in fast-moving environments.
Ability to build trusted relationships with field techs, customers, and internal staff.
Proficiency in Microsoft Office and the ability to quickly learn new systems.
A collaborative mindset and the drive to go above and beyond for your team.
Calm under pressure, adaptable, and resourceful.
What You’ll Get
Competitive compensation with excellent benefits.
Multiple health plans—including 100% employer-paid premium options.
401(k) with company match, plus paid life and disability insurance.
3 weeks of PTO to start, plus 5 sick days and paid holidays.
Ongoing professional development through OEM certifications and our in-house Bailey University.
A people-first, family-owned company culture that values your growth and contribution.
Our Values
We focus on our customers’ success.
We operate as a team.
We do the right thing.
We look to the future.
We believe in the importance—and the power—of diversity.
We are stewards of the environment.
You’ll be the go-to connection for your pod, a service partner to our techs, and a trusted voice for our customers.
Step into a vital role at the heart of our service operations. As a Customer Care Coordinator, you’ll be assigned to a dedicated pod of technicians and a specific customer territory, acting as the primary support hub for that team. You’ll own the white glove experience for both the customers and technicians in your pod—ensuring every interaction is smooth, responsive, and professional.
If you're highly organized, thrive on building strong relationships, and take pride in keeping people connected and informed with every touchpoint, this is the role for you. The Customer Care Coordinator reports to the Field Service Manager assigned to the pod.
What You’ll Do
Be the communication anchor for your assigned pod—managing day-to-day coordination between customers, technicians, and internal departments.
Own the white glove experience for your pod’s customer base, ensuring every touchpoint is courteous, informed, and timely.
Dispatch technicians for service calls efficiently, keeping schedules optimized and customers updated.
Manage work in process (WIP) and cost service work orders to ensure accurate, efficient, and fast billing for your pod.
Submit and track warranty claims and ensure timely resolution.
Project manage short-term rental inquires and deliveries.
Work closely with the Parts Department to align parts orders with service timelines.
Monitor job progress by checking in with technicians throughout the day.
Handle other administrative service department tasks as assigned
Requirements
What You Bring:
A natural gift for clear, proactive communication with both customers and colleagues.
Strong organizational skills and attention to detail—you thrive in fast-moving environments.
Ability to build trusted relationships with field techs, customers, and internal staff.
Proficiency in Microsoft Office and the ability to quickly learn new systems.
A collaborative mindset and the drive to go above and beyond for your team.
Calm under pressure, adaptable, and resourceful.
What You’ll Get
Competitive compensation with excellent benefits.
Multiple health plans—including 100% employer-paid premium options.
401(k) with company match, plus paid life and disability insurance.
3 weeks of PTO to start, plus 5 sick days and paid holidays.
Ongoing professional development through OEM certifications and our in-house Bailey University.
A people-first, family-owned company culture that values your growth and contribution.
Our Values
We focus on our customers’ success.
We operate as a team.
We do the right thing.
We look to the future.
We believe in the importance—and the power—of diversity.
We are stewards of the environment.
You’ll be the go-to connection for your pod, a service partner to our techs, and a trusted voice for our customers.