Service Quality Coordinator

This part-time role supports customer satisfaction and consistent operating standards across Songwriters Texas third-party accounts and company-owned locations. The coordinator works from home, maintains regular contact with customers and store leaders, monitors company camera systems for defined business concerns, and promptly routes issues to the people responsible for resolving them. Position details Position: Part-Time Customer Experience and Operations Monitoring Coordinator Work arrangement: Remote, work from home Schedule: 20 hours per week; specific work days and call blocks to be coordinated with the company Compensation: $25 per hour Reports to: Operations leadership, with coordination through the HR Manager and designated operations leaders Key responsibilities Customer follow-up and relationship building Contact approximately 100 third-party customer locations each week to check satisfaction after installations and during ongoing service. Ask about equipment condition, service from Care Ambassadors, unresolved concerns, and suggestions for improvement; document feedback and follow-up needs. Build professional working relationships with general managers and assistant managers at third-party locations and company-owned stores. Recognize and report recurring positive customer feedback about employees so management can consider appropriate recognition. Equipment issue coordination Ask location contacts about the status of coin-operated amusement machines, skill games, and sweepstakes equipment. Route reported problems to the appropriate operations, technical, installation, or Care team, or enter a work order in the company’s designated system. Track open issues and follow up with the responsible team or location contact until the issue is resolved or properly handed off. Camera review and escalation Review authorized security-camera feeds for company-owned stores and the office/warehouse according to assigned schedules and company procedures. Watch for defined operational concerns, including unusual activity, potential cash-handling or sales-ringing concerns, drink-pouring practices, uniform compliance, and apparent closing-time or operating issues. Promptly notify the store General Manager of store-specific issues that require attention. Escalate uniform or suspicious-activity concerns to the Operations Director and applicable Area Manager. Record objective observations, including location, date, time, and relevant context, and preserve or refer footage only as authorized under company procedures. Do not confront employees or draw conclusions beyond what the footage supports. Handle camera access and observations confidentially, use the systems only for assigned business purposes, and follow company retention, access, and escalation rules. Work standards and qualifications Communicate clearly, respectfully, and professionally with customers, managers, and employees by phone and in writing. Maintain a quiet, private, and professional work area suitable for frequent customer calls, without disruptive background noise. Use sound judgment, remain objective when documenting feedback or camera observations, and protect confidential business and employee information. Stay organized while managing recurring calls, follow-ups, work orders, and escalations; be comfortable learning company communication and ticketing systems. Provide timely, accurate updates and distinguish verified observations from reports or assumptions. Performance expectations Complete the assigned weekly customer-call plan within the 20-hour schedule and accurately document contacts, feedback, and next steps. Escalate urgent safety, security, customer, or equipment issues promptly through the designated company channels. Keep work orders and follow-up items current and communicate when an issue needs management attention or additional resources. Meet company standards for confidentiality, professional conduct, attendance, and responsible use of company systems. This description summarizes the position’s current duties and expectations. Responsibilities and procedures may be refined by the company as the role is implemented