Service Coordinator

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

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

Role: Service Coordinator

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