Customer Service Representative & Scheduling Coordinator – Charlotte, NC

Swifto Charlotte; Charlotte (NC); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Health insurance

401(k)

Job summary

Swifto Charlotte is seeking a Customer Service & Scheduling Coordinator to support operations in our Charlotte office. You will manage daily scheduling, communicate with clients, and coordinate with dog walkers to ensure on-time services.

This full-time in-office role requires clear communication, organization, and the ability to handle changes calmly. Weekend/evening/holiday coverage may be needed; benefits include health insurance and a 401(k) plan.

Qualifications

• Previous customer service, scheduling, operations, hospitality, or service-coordination experience.
• Excellent written and verbal communication, including handling client concerns.
• Strong organization, attention to detail, and ability to juggle priorities in a fast-moving environment.
• Calm, solutions-oriented approach when plans change.
• Comfort learning and using scheduling, messaging, and web-based systems.
• Reliability and sound judgment in time-sensitive pet care.

Responsibilities

• Manage daily scheduling and service changes, including new requests, cancellations, and last-minute coverage.
• Communicate with clients by phone, email, and messaging to answer questions and resolve concerns.
• Coordinate with dog walkers to confirm services are accepted and on schedule.
• Monitor active services and respond to late arrivals, access issues, and disruptions.
• Reassign services and notify clients when coverage changes are needed.
• Maintain accurate client, pet, walker, scheduling, and service records in systems.
• Escalate complex issues to the Operations Manager and drive resolution.
• Support onboarding and other admin or operational projects as needed.
• Provide occasional weekend, evening, and holiday coverage as required.

Skills

Customer service

Scheduling

Operations

Hospitality

Communication

Organization

Job description

Are you a calm, organized problem-solver who enjoys helping both people and pets? Swifto is a growing, premium dog walking and pet care company serving clients in Charlotte, New York City, and Miami. We are looking for a Customer Service & Scheduling Coordinator to support our operations and help ensure every scheduled service is completed reliably and on time.

This is a full-time, in-office role for someone who communicates clearly, keeps track of many moving pieces, and can respond thoughtfully when plans change. You will work closely with clients, dog walkers, and the Operations Manager to coordinate schedules, resolve service issues, and maintain an excellent experience for the pets and people we serve.

What You'll Do

• Manage daily scheduling and service changes, including new requests, cancellations, walker time off, and last-minute coverage needs.
• Communicate directly with clients by phone, email, and messaging to answer questions, provide updates, and resolve concerns promptly and professionally.
• Coordinate closely with dog walkers throughout the day to confirm services are accepted, remain on schedule, and are completed as planned.
• Monitor active services and respond quickly to late arrivals, access issues, schedule disruptions, emergencies, and other time-sensitive concerns.
• Reassign services and notify affected clients when coverage changes are required.
• Maintain accurate client, pet, walker, scheduling, and service records in company systems.
• Escalate complex client, walker, or safety concerns to the Operations Manager while helping drive each issue to resolution.
• Support new client onboarding and other administrative or operational projects as needed.
• Provide occasional weekend, additional evening, and holiday coverage based on business needs.

What We're Looking For

• Previous customer service, scheduling, operations, hospitality, or other service-coordination experience.
• Excellent written and verbal communication skills, including confidence handling client concerns and sensitive situations.
• Strong organization, attention to detail, and the ability to manage competing priorities in a fast-moving environment.
• A practical, solutions-oriented approach and the ability to remain calm when plans change unexpectedly.
• Comfort learning and using scheduling, messaging, and other web-based systems throughout the workday.
• Reliability and sound judgment, particularly when coordinating time-sensitive pet care services.
• A collaborative attitude and a genuine love of pets and the people who care for them.

Position Details

• Schedule:Our operations run from 8 a.m. to 10 p.m. This position will primarily work an 8am-5pm shift. Occasional weekend, additional evening, and holiday coverage is included in this role.
• Location: In person at Swifto's Charlotte office; this is not a remote or hybrid position.
• Job type: Full-time, ~40 hours per week.
• Compensation: $20-22 per hour
• Benefits: Health insurance and 401(k).