Service Coordinator

Neighbor Serve; Indianapolis, Northern (IN, KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Neighbor Serve is expanding its Indianapolis-based neighbor-to-contractor platform, matching homeowners with top contractors for diverse projects. You will manage client segments, coordinate referrals, and sustain relationships with Home Concierge clients, realtors, and neighbors.

The role emphasizes service excellence and proactive communication in a fast-paced, entrepreneurial environment. You will build strong contractor partnerships, ensure timely project delivery, and contribute to renewals

Qualifications

• Experience in client service and relationship management across multiple stakeholder groups.
• Ability to manage multiple projects and contractors with attention to detail.
• Proactive communication and problem-solving skills.

Responsibilities

• Expert project matching across client segments leveraging contractor network.
• Provide best-in-class customer service to Home Concierge clients, Realtors, and Neighbors.
• Build and maintain contractor relationships with business development reps.
• Coordinate seamless communication and draft monthly maintenance tips.
• Drive continuous improvement and renewals based on client satisfaction.

Skills

Customer service

Relationship mgmt

Project coordination

Contractor relations

Communication

Tools

Gmail

Google Drive

Slack

Job description

From plumbers to pools, handymen to remodels, we make it easy to get home projects done with pre-vettedcontractors, VIP pricing and priority service.

We are an efficient, AI-enabled services company serving neighbors,contractorsand our team. We are winning in Indy and will repeat our playbook to expand to new markets. We arescaling trust, the critical ingredient missing from the national ad-driven models that proliferatein home services.

• 85% of revenue is referred.
• We have spent 2 years learning and building propietary data on homes and vetting over 2,000 contractors.
• Our AI platform is making it incredibly efficient to match the ideal contractor for each neighbor. We can chat with our homes to know what it needs, who can help, and how much it should cost.

When business owners live in the communities they serve, they treat customers like neighbors. They care more and deliver better service. You won’t see every contractor…just the top 5% of trusted pros. Neighbor Serve helps you save time, worry less, and care for your home.

You’ll be the expert matchmaker connecting neighbors, Home Concierge clients, and realtors with the perfect contractor for every home project, ensuring exceptional service delivery to our entire client base.

This is a highly entrepreneurial company…You’ll help build and shape our client services across all customer segments over time, serving as the critical connection point between all our clients and our contractor network.

A day in the life:

• Expert project matching across all client segments. You’ll serve neighbors, Home Concierge clients, and realtors by leveraging your deep understanding of our contractor network. When a client needs a new concrete patio, you’ll consider the scope of the project, type of home, location, timeline, and budget to refer the perfect contractor match.
• Provide best-in‑class customer service to all clients. You’ll become familiar with each client segment in our business and how to provide the best service to each segment’s needs. For Home Concierge clients, you’ll manage their home hub and project prioritization to ensure seamless service across all their needs. For Realtors, you will help them provide reliable contractors to ensure success with their clients. For Neighbors, you will find ways to make recommendations in the most efficient and helpful way.
• Build and maintain contractor relationships. You’ll understand the specific services each contractor provides and build strong working relationships with business development representatives from each contractor. You’ll know who excels at historic home renovations, who’s best for quick turnaround projects, and who provides the best value for budget-conscious neighbors.
• Coordinate seamless communication. You’ll introduce clients to the correct contractors for each project request and communicate promptly and clearly to all parties. You’ll follow up on active projects to ensure both parties are providing follow-up and communication. You’ll draft monthly emails with helpful home maintenance tips.
• Drive continuous improvement and renewals. You’ll provide feedback to leadership on both client satisfaction and contractor performance, to inform ongoing vetting and assist with successful renewals.

Success:

It’s a balance of delivering exceptional service across all client segments while optimizing contractor matches, which includes:

• Maintaining high client satisfaction scores across neighbors, Home Concierge clients, and realtors
• Successfully matching projects with the ideal contractor based on scope, home type, location, and client needs
• Building strong contractor partnerships that drive quality and responsiveness

Traits for Success:

• High integrity
• Customer service and relationship management experience across diverse client types
• Home maintenance knowledge: Foundational understanding of home structure, appliances, maintenance needs, and potential projects
• Ability to work in standard business technology tools(Gmail, Google Drive, Slack, etc)
• Leadership: Looking for a self-starter who is working to improve the business and make the entire team better. Where do you see opportunity for the company that matches what you love?
• Detail-oriented: Willing to roll up the sleeves to manage the intricate details of project matching and client coordination
• Relationship-focused: Naturally builds trust with neighbors, premium clients, realtors, and contractor partners
• Clear & Concise Communicator
• Organized: Creates processes and systems out of complexity. Coordinate schedules, contractors, projects, and diverse client needs. Manage multiple client portfolios simultaneously.

Weekly Activities for Success: (80% of your time)

• Client Service & Project Coordination: weekly self-reporting
• Neighbor, Home Concierge, and Realtor Requests Processed
• Contractor Matches Made Based on Project Scope, Home Type, and Location
• Client-Contractor Introductions Facilitated
• Active Projects Monitored and Followed Up
• Client Communication and Support Provided
• Monthly Home Concierge Client Newsletters Drafted

Possible Projects / Responsibilities (20% of your time)

• Service Coordination Process Improvement
• Client Onboarding Optimization Across All Segments
• Contractor Partnership Development and Assessment
• Seasonal Maintenance Campaign Planning
• Client Feedback Analysis and Implementation
• Home Maintenance Education Content Development