Bilingual Office Administrator / Customer Service & Scheduling Coordinator

Bilingual Office Administrator / Customer Service & Scheduling Coordinator Company: Fast Lawns Position: Bilingual Office Administrator / Customer Service & Scheduling Coordinator Employment Type: Full-Time – 40 Hours per Week Pay: $6.00 per hour Language Requirement: Fluent English & Spanish – Required Work Environment: In-House / Office-Based About the Role Fast Lawns is looking for a highly organized, dependable, proactive, and responsive Bilingual Office Administrator / Customer Service & Scheduling Coordinator to join our team. This is a vital position within our daily operations. This person serves as the communication hub between our customers, office, management, and field crews. Your responsibility is to make sure information moves quickly and accurately throughout the company. Customer requests need to be received, documented, scheduled, communicated to the correct crew, and followed through to completion. At the same time, our crews need someone in the office who is actively monitoring their progress, answering questions, helping resolve problems, and communicating changes. We are looking for someone who takes ownership of issues rather than simply passing along messages. When a customer or crew member brings something to your attention, you are responsible for helping move that issue toward resolution and making sure it does not fall through the cracks. Because you will communicate directly with our field crews throughout the day, fluency in both English and Spanish is required. ⸻ Key Responsibilities Customer Service & Communication * Answer incoming customer phone calls professionally and promptly. * Monitor and respond to customer emails throughout the workday. * Assist customers with service questions, scheduling requests, complaints, concerns, and other needs. * Generate and document customer requests in Jobber as they are received. * Provide customers with clear and professional updates regarding their service. * Make sure customer requests and special instructions are communicated to the appropriate crews. * Follow up on unresolved customer concerns until they are addressed. * Maintain a professional, friendly, and solutions-oriented attitude, including when dealing with frustrated customers. * Escalate serious or unresolved situations to management when necessary. Jobber, Scheduling & Route Coordination * Create and update customer requests in Jobber as phone calls, emails, and other requests come in. * Schedule jobs and service routes in Jobber. * Review routes and schedules for accuracy. * Make scheduling adjustments when weather, crew availability, customer requests, equipment problems, or other operational issues require changes. * Ensure crews have accurate information regarding their scheduled properties, routes, and customer requests. * Keep Jobber organized and updated throughout the workday. * Monitor changes that may impact the day’s routes and communicate those changes quickly. * Help ensure customer requests move from received → documented → scheduled → communicated → completed. Crew Communication & Daily Coordination This position requires daily communication with our landscaping crews in Spanish. Responsibilities include: * Communicating customer requests and special instructions to crews. * Communicating route and schedule changes. * Answering questions from crews throughout the day. * Monitoring crew locations, progress, and job statuses using our tracking software. * Following up when crews are delayed or when a property’s status is unclear. * Addressing missed, skipped, or incomplete properties. * Making sure crews understand customer expectations and company service standards. * Communicating problems between the field and office quickly and accurately. * Holding crews accountable for following documented customer instructions and company procedures. * Following up to verify that requested corrections or additional work have actually been completed. ⸻ 15-Minute Response Standard Responsiveness is one of the most important performance expectations for this position. During working hours, urgent customer and operational issues are expected to receive an initial response or action within 15 minutes of being received or identified. Examples include: * Customer complaints or concerns. * Urgent customer service requests. * Crew members reporting problems from the field. * Equipment or machine breakdowns. * Vehicle problems affecting a route. * Property access issues. * Schedule delays. * Missed or skipped properties. * Crew questions preventing work from continuing. * Irrigation, property damage, or other issues reported from a job site. * Any situation that could significantly impact a customer, crew, or the day’s operations. What “Within 15 Minutes” Means We do not expect every issue to be completely resolved within 15 minutes. Some problems naturally require additional time. We do expect action to begin within 15 minutes. Within that timeframe, the coordinator should: 1. Acknowledge the issue so the customer or crew member knows it has been received. 2. Determine what needs to happen next. 3. Contact or assign the appropriate person to help resolve the issue. 4. Document the situation in the appropriate system when necessary. 5. Communicate next steps to the customer or crew when appropriate. 6. Continue following up until the issue is resolved or properly handed off to management. For example, if a crew reports that a mower or other piece of equipment has broken down, the coordinator should not simply receive the message and wait. Within 15 minutes, they should acknowledge the crew, determine what assistance is needed, contact the appropriate person, and begin coordinating a solution. Likewise, if a customer contacts the office with a service concern, the coordinator should promptly acknowledge the concern, document it, communicate it to the appropriate crew, and begin moving it toward resolution. The goal is simple: when a customer or crew member raises an issue, they should never be left wondering whether anyone saw it or is handling it. ⸻ Customer Concern Resolution & Follow-Through Customer concerns should be managed from beginning to end, not simply forwarded to someone else. When a customer reports an issue, the coordinator is responsible for: * Listening to and understanding the concern. * Documenting the issue correctly. * Reviewing relevant information in Jobber or other systems. * Communicating the concern to the appropriate crew. * Clearly explaining what needs to be corrected. * Following up with the crew. * Monitoring whether the correction was completed. * Updating the customer when appropriate. * Escalating unresolved or serious issues to management. * Making sure the concern is not considered complete until the appropriate action has been taken. Sending a message is not the same as resolving an issue. Follow-through is an essential part of this position. ⸻ Key Performance Metrics Performance in this position will be evaluated based on measurable operational standards, including: 1. Urgent Response Time Target: Initial acknowledgment or action within 15 minutes during working hours. 2. Customer Responsiveness Customer calls, emails, requests, and concerns should be handled promptly, professionally, and accurately. 3. Request Follow-Through Customer and crew concerns should be tracked through resolution. Issues should not be forgotten after they are communicated or assigned. 4. Scheduling & Jobber Accuracy Routes, customer requests, schedule changes, and job information should be accurately entered and maintained in Jobber. 5. Crew Communication Crews should receive timely, clear, and accurate information regarding schedules, customer requests, changes, and operational issues. 6. Issue Escalation Problems that cannot be resolved independently should be identified and escalated to management quickly rather than being allowed to sit unresolved. 7. Documentation Important customer requests, operational issues, crew communications, and resolutions should be properly documented when required. 8. Daily Operational Awareness The coordinator should actively monitor crew statuses and daily operations rather than waiting for management to identify problems. ⸻ What We’re Looking For The ideal candidate is: * Fluent in English and Spanish – REQUIRED. * Highly organized and detail-oriented. * An excellent verbal and written communicator. * Comfortable speaking with customers on the phone. * Comfortable communicating with landscaping crews throughout the day. * Able to manage multiple requests and priorities simultaneously. * Able to work with a sense of urgency. * Comfortable learning and working inside software systems such as Jobber and crew-tracking platforms. * Reliable, punctual, and consistent. * Able to remain calm and professional when customers or crew members are frustrated. * Proactive about following up instead of waiting to be reminded. * Comfortable holding crews accountable to customer instructions and company expectations. * Able to recognize when something needs immediate attention. * Willing to escalate problems when necessary. * Someone who takes ownership and follows tasks through to completion. Experience with Jobber, landscaping, lawn maintenance, route scheduling, dispatching, customer service, administrative work, or another field-service business is strongly preferred but not required for the right candidate. ⸻ Schedule & Compensation Employment: Full-Time Hours: 40 hours per week Pay: $6.00 per hour Position Type: In-House Office Position ⸻ Why This Position Matters This is not simply a position for answering phones or entering information into a computer. This person is the communication and coordination hub of our daily operation. Our customers need to know that when they contact Fast Lawns, someone is listening and taking action. Our crews need clear schedules, instructions, customer information, and support when problems arise in the field. Management needs confidence that daily operations are being monitored and that customer concerns are being followed through without requiring management to personally chase every issue. Success in this position means: Customers are heard. Requests are documented. Routes are organized. Crews know what they need to do. Problems receive attention quickly. Follow-ups actually happen. And issues do not fall through the cracks. We are looking for someone who takes pride in being organized, responsive, accountable, and dependable and who wants to become an important part of the Fast Lawns team.