Customer Service Operations Coordinator

Job Description

Job Description

Benefits:

• Health insurance
• Opportunity for advancement
• Paid time off
• Profit sharing
• 401(k) matching
• Competitive salary
• Flexible schedule

CUSTOMER SERVICE & SCHEDULING COORDINATOR

IN OFFICE • JACKSONVILLE FLORIDA • FIVE SMOOTH STONES AUDIO-VIDEO-SMART HOME

A great schedule is more than a calendar. It is a promise kept.

Five Smooth Stones AV is a locally owned smart-home and audiovisual company serving clients throughout Northeast Florida. We design and install technology in exceptional homes, but we measure success by more than projects completed or revenue earned. We are a faith- and family-first company. Our faith shapes how we treat people—with honesty, humility, care, and accountability—and family matters in the way we build our workplace.

We want to build people, not just a business. We believe good work should help people grow, give them meaningful responsibility, and strengthen the lives connected to our company. We work hard, we play hard, we help one another, own our mistakes, celebrate the wins, and try to keep a sense of humor when the day changes before lunch.

We are looking for a Customer Service and Scheduling Coordinator who can bring order to a fast-moving operation while making customers and teammates feel heard. This person will sit at the center of our service and installation calendar, turning dozens of details into a clear plan our technicians can execute.

The RoleThink of this position as the air traffic control tower for our field team. Service calls, pre-wires, trim-outs, final installations, warranty visits, parts delays, permits, builder needs, and customer availability all compete for the same calendar. Your job is to see the whole board, ask the questions others may miss, and keep work moving without creating surprises for customers or technicians.

You will communicate with customers, builders, technicians, salespeople, operations, purchasing, and accounting. Some days will run exactly as planned. Others will require three schedule changes, a missing permit, a delayed part, and a calm phone call—all before noon. The right person can handle that pressure without becoming careless, abrupt, or rattled.

What You Will Own· Schedule service calls, installations, pre-wires, trim-outs, final installations, warranty work, and return visits.
· Maintain an accurate dispatch calendar and coordinate technician assignments, realistic job durations, and multi-day projects.
· Contact customers to confirm appointments, explain applicable service charges, and communicate schedule changes clearly.
· Review job details, labor requirements, parts availability, permits, access instructions, and required documents before placing work on the calendar.
· Maintain clear, useful work-order notes so technicians arrive prepared—not guessing.
· Track unanswered customer requests, missing documents, permit requirements, parts delays, and other obstacles until they are resolved.
· Coordinate scheduling updates and handoffs with sales, operations, purchasing, accounting, technicians, and builder representatives.
· Monitor shared scheduling email accounts and respond promptly and professionally.
· Escalate customer complaints, billing questions, warranty questions, and scheduling conflicts to the right manager.

The Person Who Will Thrive HereYou may be a strong fit if these statements sound like you:

· You are organized enough to manage the details and flexible enough to change the plan when reality changes.
· You close loops. An unanswered request, missing document, or delayed part stays on your radar until someone owns the next step.
· You communicate early, clearly, and kindly—with customers and coworkers alike.
· You can be warm without being vague, and firm without being harsh.
· You do not take an upset customer personally, but you do take responsibility for helping move the conversation toward a solution.
· You understand that accurate notes and data entry are not busywork; they are what allow the next person to do excellent work.
· You enjoy helping a team succeed and want your work to contribute to something meaningful.

Experience and Skills· Excellent organization, communication, and follow-through
· Strong customer-service instincts and practical problem-solving skills
· Ability to manage multiple priorities and frequent schedule changes
· High attention to detail and accurate data entry
· Comfort learning scheduling, dispatch, email, spreadsheet, and builder-management systems
· Experience in scheduling, dispatch, construction coordination, home services, or office operations is preferred
· Confidence, composure, and professionalism during occasionally turbulent customer interactions by phone or email

What Matters MostWe can teach systems and processes. We cannot teach someone to care, follow through, or treat people well when the day gets difficult. We need a person who sees details, communicates honestly, protects the customer experience, and understands that the schedule affects every department in the company.

A Final WordIf you want a quiet job where every day follows the same script, this is probably not it. If you enjoy solving the puzzle, helping people, keeping a team moving, and bringing calm to a busy operation, we would like to meet you. Send us your resume along with a short note telling us why this role—and this kind of company—appeals to you.