Service Coordinator

About WCC:
World Class Cleaning (WCC) is a fast-growing, innovative cleaning and facility management company headquartered in Miami, Florida. We are committed to delivering superior service experiences to clients across residential, commercial, and industrial sectors. As we expand our footprint, we are looking for a strategic Marketing Manager to drive our brand growth, visibility, and lead generation efforts across key markets.

About the Role:
WCC is seeking a proactive and organized Service Coordinator to lead and support our Customer Service department. The ideal candidate will supervise the day-to-day activities of Customer Service Representatives (CSRs), ensure consistent delivery of high-quality client interactions, and act as a key liaison between the customer service team, operations, and other departments.

Key Responsibilities:
Team Oversight & Support
    Supervise, coach, and support the Customer Service Representatives (CSRs) across shifts
    Monitor daily workflow to ensure timely handling of client inquiries, service bookings, and escalations
    Ensure adherence to customer service protocols, tone, and response time standards
    Conduct regular quality assurance checks on calls, emails, and messages
Client Interaction & Issue Resolution
    Act as an escalation point for complex or unresolved customer issues
    Coordinate with field technicians and the operations team to ensure job completion and client satisfaction
    Track customer feedback, complaints, and trends to recommend improvements
Scheduling & Coordination
    Support scheduling of technician assignments based on client requests and availability
    Ensure accurate handoffs and shift coverage among the CSR team
    Collaborate with the Operations Manager to align service delivery with team capacity
Reporting & Communication
    Monitor key customer service KPIs (e.g., response time, resolution rate, satisfaction scores)
    Maintain records of customer interactions, team performance, and service trends
    Prepare and deliver weekly reports to management with insights and recommendations
Training & Process Improvement
    Onboard and train new CSRs on tools, communication standards, and procedures
    Contribute to the development and continuous improvement of customer service SOPs
    Champion a customer-centric culture within the team

Required Skills & Qualifications:
    Minimum of 3 years’ experience in a customer service or client-facing coordination role
    Experience in a supervisory or team lead position is strongly preferred
    Excellent communication, conflict resolution, and interpersonal skills
    Comfortable using CRM, scheduling, and call tracking platforms (e.g., Bitrix24, Zoom Phone, etc.)
    Strong organizational skills and ability to prioritize in a fast-paced environment
    High attention to detail and a customer-first mindset

Preferred:
    Experience in a service-based or field technician business (e.g., cleaning, maintenance, HVAC)
    Bilingual (English/Spanish) is an advantage
    Familiarity with remote team collaboration tools