Operations and Customer Care Coordinator

Position Summary

The 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 with coordinate with internal staff employees to get customer issues resolved successfully.

Key Responsibilities:

• Serve as the main point of contact for all customer inquiries, concerns, compliments, and service-related issues
• Respond promptly and professionally to customer communications via phone, email, and other channels
• Investigate and resolve customer complaints, ensuring timely and satisfactory outcomes
• Track and document all customer interactions, issues, and resolutions for quality control and reporting purposes
• Monitor service performance and identify trends or recurring issues to improve overall customer experience
• Coordinate with internal employees / department supervisors (maintenance, pool service, operations, etc.) to resolve service issues efficiently
• Act as a liaison between customers, vendors, and internal teams to ensure clear communication and alignment
• Proactively follow up with customers to confirm resolution and satisfaction
• Support customer communication and relationship management as needed
• Assist in developing and implementing customer service standards and best practices
• Escalate complex or high-risk issues to management when appropriate

Qualifications:

• 2 years of experience in customer service, customer relations, or property management preferred
• Strong communication and interpersonal skills
• Ability to remain professional and solution-oriented in high-pressure or conflict situations
• Excellent organizational and multitasking abilities
• Strong problem-solving and critical-thinking skills
• High attention to detail and follow-through

Work Environment & Schedule:

• Hourly, non-exempt position
• Full-time position with standard business hours; occasional after-hours response may be required
• Office and Field based with frequent communication across departments and with external customers

Core Competencies:

• Customer-first mindset
• Conflict resolution and de-escalation
• Accountability and ownership of issues with the ability to delegate accordingly to internal staff
• Team collaboration and cross-functional communication
• Quality control and continuous improvement focus

Why This Role Matters:

This 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 play’s a key role in delivering a consistent, high-quality service experience.