Customer Service Representative & Scheduling Coordinator – Chicago, IL

About the role

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.

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 & Benefits

• Compensation: $22-$23 per hour.
• Benefits: Paid time off, health insurance, and a 401(k).