Customer Experience – Operations Coordinator
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Job Description
Remote coordinator managing customer support, court reservations, memberships, and engagement. Coordinating supplies, cleaning, bookings, and facility operations for a US-based badminton and pickleball club.
Responsibilities:
- Respond to customer inquiries by phone, email, WhatsApp, WeChat, Instagram, and other supported channels using customer communication platforms such as Respond.io.
- Assist with court bookings, cancellations, rescheduling, memberships, pricing, facility rules, billing questions, and routine customer requests.
- Update reservations and booking information in Podplay; assist with remote smart-lock access and escalate technical or facility issues.
- Document customer interactions, requests, and resolutions accurately.
- Process routine refunds, account credits, or fee adjustments within approved guidelines and authorization limits.
- Monitor court availability and booking schedules to identify open time slots and encourage customer participation.
- Proactively contact customers and leads to promote available courts, open-play sessions, recurring games, and club activities.
- Create or coordinate customer polls and open-play invitations, help fill available slots, and follow up on abandoned bookings or inactive members.
- Maintain customer contact details, preferences, conversation notes, and follow-up actions in tracking systems.
- Share information about memberships, coaching, leagues, and other services without complex sales negotiations or hard-closing activities.
- Maintain booking calendars and coordinate partner or sponsor program schedules, including blocking and moving court reservations.
- Track consumable supplies and sports equipment, flag shortages, and coordinate replenishment.
- Coordinate cleaning schedules and confirm completion with on-site staff or service providers.
- Maintain Excel trackers and internal operating tools, keeping operational records and action items current.
- Report maintenance, safety, inventory, or customer service concerns and recommend improvements to day-to-day coordination.
Requirements:
- At least one year of relevant experience in customer service, hospitality, administrative coordination, reservations, sales support, or a similar customer-facing role.
- Excellent spoken and written English, with a professional phone manner and strong customer service skills.
- Strong organizational skills, attention to detail, and the ability to manage multiple conversations, tasks, and follow-ups at the same time.
- Confidence in reaching out to customers proactively through messaging or calls to encourage participation and bookings; formal sales experience is not required.
- Comfort using spreadsheets and learning multiple communication, booking, customer management, and administrative tools.
- A reliable, self-directed approach to work, with sound judgment about when to resolve an issue and when to escalate it.
- Availability to work a US Eastern Time shift, including weekends, and access to a quiet, conducive work-from-home environment.
- Preferred: Experience with booking or reservation platforms, CRMs, customer support platforms, or tools such as Podplay, Respond.io, and WhatsApp Business.
- Preferred: Background in sports, fitness, recreation, hospitality, clubs, or other membership-based businesses.
- Preferred: Experience with outbound customer engagement, community outreach, events, leagues, coaching programs, or scheduling.
- Preferred: Interest in badminton, pickleball, or other racquet sports.
Benefits:
- Work from home
- US holidays
- Wednesday to Sunday schedule
- 10 AM to 7 PM EST shift
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