Customer Service & Scheduling Coordinator

Kitchen Guard•Capitol Heights, MD

1d•$20 - $23

About The Position

Kitchen Guard DMV is a fast-growing commercial kitchen exhaust cleaning company serving restaurants, hotels, hospitals, and commercial facilities across the DC, Maryland, and Virginia region. We run a professional, accountability-driven operation — and we need a Coordinator who matches that standard. This is a customer-facing operations role, not a passive administrative position. You will be the primary point of contact for scheduling, confirming, and onboarding our commercial clients. You need to be comfortable picking up the phone, tracking down decision-makers who don't always call back, and having direct, professional conversations — including ones where you need to push back or persuade.

Requirements

Minimum 2 years of proven B2B or commercial customer service experience
Demonstrated ability to manage scheduling and appointment confirmation in a fast-paced environment
Comfortable and confident on the phone — you can reach decision-makers, navigate gatekeepers, and hold direct conversations
Strong documentation discipline — you write things down completely, correctly, and in real time
Self-starter who manages their own time and follow-up without being chased
Proficiency with CRM tools, scheduling software, or similar platforms

Nice To Haves

Experience in a commercial services company (HVAC, pest control, facilities management, cleaning services, property management, etc.)
Background in customer onboarding or account setup roles
Experience collecting payment information and managing billing setup
Comfortable working with a small, growing team where the job evolves

Responsibilities

DMV Awareness: Must be familiar with driving and the Northern Virginia, DC, and Maryland area in order to plan out the schedule so jobs are in close proximity to each other.
Scheduling & Job Confirmation Manage and maintain the master service schedule for all active clients
Confirm every scheduled job with the customer no less than 7 days in advance
Proactively track down clients who are difficult to reach — you don't wait for them to call you back
Update scheduling records in real time; no gaps, no missing info
Coordinate directly with Chad Dempster daily to ensure all upcoming jobs are reviewed and documented before crews depart
Customer Onboarding Conduct onboarding calls/meetings with all new clients to set up their annual cleaning schedule
Collect and securely process client credit/debit card information for recurring billing
Document crew access instructions for each location: entry points, keypad codes, contact names, start/stop times, and any special instructions
Explain and sell clients on our complimentary Lock Box Program — where we provide a free lock box so crews can access the property without the client needing to be present; this requires confident, persuasive communication
Ensure every onboarding is complete before a client's first service — no missing fields, no assumptions
Documentation & Handoff Maintain accurate, detailed job records in ServiceMinder (our CRM and scheduling platform) — every job should be self-explanatory to anyone reading it
Flag any access issues, schedule conflicts, or client concerns before they become operational problems
Occasionally available in the evening to answer clarifying questions from field crews (this should be rare if documentation is done right)