Client Operations & Schedule Control Coordinator

The Client Operations & Schedule Control Coordinator is responsible for managing the daily flow of client communication, appointment scheduling, service coordination, and real-time operational support. This role serves as a central control point for the business during assigned shifts, ensuring that client needs are handled professionally, schedules are accurate and optimized, groomers are supported, and operational issues are identified and resolved quickly.

This is not a basic scheduling or receptionist role. The position requires strong judgment, emotional composure, attention to detail, service-minded communication, sales ability, and the capacity to manage multiple communication channels and operational demands at the same time.

Internally, assigned shifts may be referred to as "the Watch," meaning the person on duty is responsible for monitoring active communication channels, protecting schedule quality, coordinating solutions, and helping ensure that the business runs smoothly.

Key ResponsibilitiesClient Communication

• Answer phone calls from existing and prospective clients.
• Respond professionally to client questions, complaints, concerns, service issues, and appointment requests.
• Manage incoming and outgoing client text messages.
• Monitor and respond to email, web inquiries, online booking requests, internal chat, and walk-in needs.
• Communicate clearly with clients regarding appointment times, schedule changes, service expectations, policies, vaccination requirements, and other critical details.
• De-escalate upset clients and work toward practical, brand-aligned solutions.

Sales and Client Retention

• Sell services to prospective clients by explaining value, availability, process, and service fit.
• Re-sell and reinforce the value of the service when clients question pricing, timing, policies, or availability.
• Identify opportunities to retain clients, recover dissatisfied clients, and protect future bookings.
• Communicate in a way that supports trust, professionalism, and long-term client relationships.

Schedule Control and Optimization

• Schedule new appointments and reschedule existing appointments.
• Review, assess, approve, or decline online booking requests based on schedule fit, service requirements, route efficiency, client information, and operational capacity.
• Verify client contact information, pet information, service details, vaccination status, location, and other critical booking data.
• Monitor the schedule for errors, gaps, routing issues, overbooking, underbooking, service mismatches, and incomplete information.
• Keep groomer schedules full, accurate, efficient, and properly routed.
• Look ahead to identify problems before they affect the client, groomer, or business.
• Support daily revenue goals by helping ensure each groomer has a strong, realistic, and well-structured schedule.

Internal Operations Coordination

• Monitor team group chats for scheduling and operational issues.
• Manage or support the "Manager on Duty" / "Mission Control" communication channel during assigned shifts.
• Help groomers work through real-time issues, including schedule confusion, client problems, maintenance issues, emotional stress, timing problems, or route disruptions.
• Coordinate solutions between clients, groomers, and management.
• Escalate issues appropriately when management approval or intervention is required.
• Maintain calm, professional control during busy, ambiguous, or emotionally charged situations.

Quality, Accuracy, and Follow-Through

• Maintain accurate notes, client records, appointment details, and schedule updates.
• Ensure client communication is timely, polished, and complete.
• Confirm that schedule changes are clearly communicated to all affected parties.
• Track unresolved issues and follow through until they are properly closed.
• Protect the client experience, groomer experience, and operational integrity of the day., Success in this role will be measured by:
• Schedule accuracy and completeness.
• Groomer schedules remaining full, efficient, and realistic.
• Reduced scheduling errors and last-minute confusion.
• Timely response to calls, texts, emails, chats, and online bookings.
• Strong client communication and service recovery.
• Proper handling of online booking approvals and client information verification.
• Improved route efficiency and appointment placement.
• Fewer preventable operational problems.
• Strong support for groomers during active service days.
• Consistent protection of revenue, client experience, and operational flow.

Do you have experience in Texting/chatbox tools?, * Prior experience in customer service, dispatch, scheduling, operations coordination, client success, hospitality, veterinary/pet services, field services, or a similarly fast-paced service environment.

• Strong verbal and written communication skills.
• Ability to manage phone calls, texts, chats, emails, web bookings, and internal messages simultaneously.
• Strong attention to detail and accuracy.
• Ability to stay calm under pressure and de-escalate emotional clients or team members.
• Sound judgment and ability to make careful decisions within established guidelines.
• Comfort with technology, scheduling software, messaging platforms, and client records.
• Ability to balance client needs, team capacity, route efficiency, revenue goals, and service quality.
• High reliability, professionalism, discretion, and follow-through.

Preferred Qualifications

• Experience in dispatch, logistics, routing, home services, mobile services, veterinary care, grooming, hospitality, or high-volume service operations.
• Sales or client retention experience.
• Experience handling complaints, escalations, or service recovery.
• Experience coordinating field teams or managing real-time operational issues.
• Familiarity with pet care, grooming, vaccination requirements, or appointment-based service businesses.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance
• Life insurance, This is an hourly, non-exempt role. Expected compensation range: $25-$30 per hour, depending on experience, judgment, communication skill, scheduling ability, and operational capability.

Pay: $25.00 - $30.00 per hour, * 401(k)

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance