Customer Care Coordinator

Customer Care Coordinator

Comfort Experts | Sarasota & Manatee County, FL

Who We Are

Comfort Experts is a locally owned, home services company built on integrity, relentless service, and professional mastery. Serving homeowners across Sarasota and Manatee counties, we're known for elite HVAC service, transparent pricing, and treating customers like family.

We're not just another home services company. We're building something different—a team of skilled professionals and tradespeople who take pride in the craft, show up with urgency, and deliver solutions that last.

If you're tired of working for companies that cut corners, undervalue techs, and chase volume over quality—keep reading.

The Role

As a Customer Care Coordinator, you're the voice and heart of Comfort Experts. You're the first person customers talk to when they need help, and often the last voice they hear after we've solved their problem. You'll schedule service calls, coordinate technician dispatches, handle customer inquiries, resolve concerns, and ensure every interaction reflects our core values.

This isn't a call center job. This is a relationship-building, problem-solving, customer-championing role where your empathy, organization, and communication skills directly impact customer satisfaction and company growth.

You'll work closely with technicians, sales pros, and leadership to deliver seamless service experiences that turn one-time customers into lifelong fans.

Location: Office-based in Sarasota/Manatee County (remote/hybrid options may be available for the right candidate)

What You'll Do

Customer Communication & Scheduling

• Answer inbound calls, emails, and texts from customers with warmth, professionalism, and urgency
• Schedule service appointments, maintenance visits, and consultations efficiently
• Dispatch technicians based on location, availability, specialty, and customer priority
• Provide accurate service timeframes and keep customers informed of any changes
• Confirm appointments and send reminders via phone, email, and text

Problem Resolution & Support

• Listen deeply to customer concerns and resolve issues with empathy and speed
• Handle service complaints with grace, ownership, and a solutions-first mindset
• Coordinate with technicians and management to address complex customer situations
• Follow up on open service requests to ensure complete customer satisfaction
• Turn frustrated customers into raving fans through exceptional care

Administrative & Operational Support

• Maintain accurate customer records in ThermoGrid (or CRM system)
• Process service requests, work orders, invoices, and payments
• Track service history, warranties, maintenance agreements, and follow-up tasks
• Generate reports on call volume, response times, customer feedback, and service trends
• Support billing and collections processes as needed

Customer Retention & Growth

• Identify opportunities to upsell maintenance agreements, service plans, and additional services
• Ask for reviews, referrals, and testimonials from satisfied customers
• Support marketing campaigns by reaching out to past customers for seasonal promotions
• Build long-term relationships that drive repeat business and referrals
• Represent Comfort Experts with integrity and pride in every interaction

Team Collaboration

• Communicate daily with technicians to optimize schedules and resolve routing challenges
• Partner with sales team to coordinate consultations and follow up on proposals
• Work with leadership to improve processes, systems, and customer experience
• Contribute to a positive, supportive, high-performance team culture

Continuous Improvement

• Stay current on professional skills and participate in development plans.
• Pursue ongoing training, certifications, and general professional development
• Identify upsell opportunities (maintenance agreements, IAQ products, system upgrades) without being pushy
• Contribute to team meetings with insights, ideas, and solutions

What You BringExperience & Skills:

• 1-3+ years customer service experience (home services, healthcare, hospitality, or service industries preferred)
• Exceptional phone and written communication skills—warm, clear, and professional
• Strong organizational skills and ability to manage multiple priorities simultaneously
• Problem-solving mindset with a calm, solutions-focused approach under pressure
• Tech-savvy with experience using CRM systems, scheduling software, or FSM platforms (ThermoGrid experience a major plus)
• Reliable, punctual, and accountable—you show up and follow through

Requirements:

• High school diploma or equivalent (associate's or bachelor's degree a plus)
• Proficiency in Microsoft Office, Google Workspace, or similar tools
• Ability to work full-time during business hours (Monday-Friday, with occasional Saturday availability)
• Professional demeanor and positive attitude—you're the face of our brand
• Clean background check

Bonus Points:

• Experience in residential HVAC, plumbing, electrical, or home services
• Familiarity with ThermoGrid, Housecall Pro or ServiceTitan a plus.
• Experience with appointment scheduling, dispatch coordination, or call center operations
• Knowledge of Sarasota/Manatee County area

Who Thrives Here:

• Problem solvers who take pride in getting it right the first time
• Customer-focused techs who communicate clearly and treat homeowners with respect
• Self-starters who take ownership and don't need constant supervision
• Team players who share knowledge and support their crew
• Lifelong learners who stay sharp on new technology and best practices
• Integrity-driven professionals who do what's right, even when no one's watching
• Community-minded individuals who take pride in serving where they live

Pay: $18.00 - $25.00 per hour

Benefits:

• Health insurance
• Paid time off

Work Location: In person