Service Coordinator

Role: Service Coordinator

You'll be the expert matchmaker connecting neighbors, Home Concierge clients, and realtors with the perfect contractor for every home project, ensuring exceptional service delivery to our entire client base.

A day in the life:

1. Expert project matching across all client segments. You'll serve neighbors, Home Concierge clients, and realtors by leveraging your deep understanding of our contractor network. When a client needs a new concrete patio, you'll consider the scope of the project, type of home, location, timeline, and budget to refer the perfect contractor match.
2. Provide best-in-class customer service to all clients. You'll become familiar with each client segment in our business and how to provide the best service to each segment’s needs.  For Home Concierge clients, you'll manage their home hub and project prioritization to ensure seamless service across all their needs. For Realtors, you will help them provide reliable contractors to ensure success with their clients. For Neighbors, you will find ways to make recommendations in the most efficient and helpful way. 
3. Build and maintain contractor relationships. You'll understand the specific services each contractor provides and build strong working relationships with business development representatives from each contractor. You'll know who excels at historic home renovations, who's best for quick turnaround projects, and who provides the best value for budget-conscious neighbors.
4. Coordinate seamless communication. You'll introduce clients to the correct contractors for each project request and communicate promptly and clearly to all parties. You'll follow up on active projects to ensure both parties are providing follow-up and communication. You'll draft monthly emails with helpful home maintenance tips.
5. Drive continuous improvement and renewals. You'll provide feedback to leadership on both client satisfaction and contractor performance, to inform ongoing vetting and assist with successful renewals. 

Success:

It's a balance of delivering exceptional service across all client segments while optimizing contractor matches, which includes:

• Maintaining high client satisfaction scores across neighbors, Home Concierge clients, and realtors
• Successfully matching projects with the ideal contractor based on scope, home type, location, and client needs
• Building strong contractor partnerships that drive quality and responsiveness

Weekly Activities for Success: (80% of your time)

• Client Service & Project Coordination: weekly self-reporting
• Neighbor, Home Concierge, and Realtor Requests Processed
• Contractor Matches Made Based on Project Scope, Home Type, and Location
• Client-Contractor Introductions Facilitated
• Active Projects Monitored and Followed Up
• Client Communication and Support Provided
• Monthly Home Concierge Client Newsletters Drafted

Possible Projects / Responsibilities (20% of your time)

• Service Coordination Process Improvement
• Client Onboarding Optimization Across All Segments
• Contractor Partnership Development and Assessment
• Seasonal Maintenance Campaign Planning
• Home Maintenance Education Content Development

Traits for Success:

• High integrity
• Customer service and relationship management experience across diverse client types
• Home maintenance knowledge: Foundational understanding of home structure, appliances, maintenance needs, and potential projects
• Ability to work in standard business technology tools(Gmail, Google Drive, Slack, etc)
• Leadership: Looking for a self-starter who is working to improve the business and make the entire team better. Where do you see opportunity for the company that matches what you love?
• Detail-oriented: Willing to roll up the sleeves to manage the intricate details of project matching and client coordination
• Relationship-focused: Naturally builds trust with neighbors, premium clients, realtors, and contractor partners
• Clear & Concise Communicator
• Organized: Creates processes and systems out of complexity. Coordinate schedules, contractors, projects, and diverse client needs. Manage multiple client portfolios simultaneously.