Customer Service Representative & Scheduling Coordinator – Chicago, IL

Urban Tailz; Chicago (IL); On-site; USD 30,307 - 31,684; Full time

Benefits offered by this job

Paid time off

Health insurance

401(k)

Job summary

Urban Tailz in Chicago's Ravenswood is hiring a Customer Service Representative & Scheduling Coordinator to support Swifto's growing pet-care operations. This in-person role coordinates schedules, answers client questions, and helps ensure every service runs on time.

The ideal candidate communicates clearly, stays organized in a fast-paced environment, and enjoys working with clients, walkers, and a busy operations team to deliver dependable pet care.

Qualifications

• Customer service, scheduling, operations, or other service-coordination experience.
• Excellent written and verbal communication skills.
• Strong organization and attention to detail.
• Ability to manage competing priorities in a fast-moving environment.
• Calm, solutions-oriented approach to changing plans.
• Comfort with scheduling and web-based systems.
• Reliability and sound judgment in time-sensitive pet-care tasks.
• Collaborative attitude and love of pets and people.

Responsibilities

• Manage daily scheduling and service changes, including new requests, cancellations, walker time off, and last-minute coverage needs.
• Communicate with clients by phone, email, and messaging to provide updates and resolve concerns.
• Coordinate with dog walkers to confirm services are accepted, on schedule, and completed.
• Monitor active services and respond to late arrivals, access issues, or emergencies.
• Reassign services and notify clients when coverage changes are required.
• Maintain accurate client, pet, walker, scheduling, and service records.
• Escalate complex issues to the Operations Manager while driving resolution.
• Support onboarding and other administrative or operational projects.
• Provide occasional weekend, evening, and holiday coverage.

Skills

Customer service

Scheduling

Organization

Communication

Team collaboration

Job description

Are you a calm, organized problem-solver who enjoys helping both people and pets? Urban Tailz is an established Chicago dog walking and pet care company and a sister company of Swifto Pet Care. We are hiring a Customer Service Representative & Scheduling Coordinator to work from our Ravenswood office and support Swifto's growing pet care operations in New York City, Charlotte, and Miami.

This is a full-time, in-person role for someone who communicates clearly, keeps track of many moving pieces, and responds thoughtfully when plans change. You will work closely with clients, dog walkers, and Swifto's Operations Manager to coordinate schedules, resolve service issues, and help ensure every scheduled service is completed reliably and on time.

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, scheduling 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 8:00 a.m. to 10:00 p.m. This position will initially be focused on a Monday-Friday, 12:00 p.m.-8:00 p.m. schedule, although hours may change over time as business needs evolve. Occasional weekend, additional evening, and holiday coverage will be required.
• Location: In person at the Urban Tailz office in Chicago's Ravenswood neighborhood. This is not a remote or hybrid position.
• Job type: Full-time, approximately 40 hours per week.
• Compensation: $22-$23 per hour.
• Benefits: Paid time off, health insurance, and a 401(k).

How to Apply

Please submit your resume and a brief cover letter explaining why you are interested in working with Urban Tailz and Swifto and how your customer service, scheduling, or coordination experience would help you succeed in this role.

If you enjoy solving problems, supporting a team, and helping deliver dependable care to pets and their people, we'd love to hear from you.