HomeCare Project Operations Specialist

The HomeCare Service Production Specialist creates a seamless experience for clients and technicians by coordinating communication, scheduling, materials, workflow, documentation, and project closeout.

This person serves as the operational hub of HomeCare Service. They anticipate needs, keep work moving, solve problems early, and give clients confidence that their home and project are in capable hands.

As HomeCare Service grows, this position may also help administer recurring maintenance plans, emergency service requests, warranty work, and additional technicians.

Key Responsibilities

Client Communication and Service

• Serve as a primary point of contact for HomeCare Service clients from initial intake through project completion.

• Respond promptly and professionally to client questions and service requests.

• Listen carefully, ask thoughtful questions, and gather the information needed to determine the appropriate next step.

• Clearly explain scheduling, service expectations, pricing structures, and project requirements.

• Confirm appointments and proactively communicate schedule changes, delays, or additional needs.

• Follow through after service visits to confirm completion and address outstanding questions.

• Help clients identify appropriate additional Neil Kelly services when needs extend beyond the HomeCare Service scope.

• Build trust through dependable communication, professionalism, and genuine care for the client’s experience.

Scheduling and Dispatch

• Coordinate technician schedules to support timely service and efficient use of available capacity.

• Match work assignments with technician skills, location, project needs, and required materials.

• Prepare technicians with complete and accurate information before each service visit.

• Adjust schedules thoughtfully when emergencies, delays, warranty needs, or changing client circumstances arise.

• Communicate changes promptly so clients and technicians are never left wondering what is happening.

• Look ahead for scheduling conflicts, gaps, and potential obstacles rather than waiting for problems to occur.

What Success Looks Like

A successful HomeCare Service Production Specialist:

• Makes the service experience feel organized, responsive, and easy for clients.

• Communicates before clients need to ask for an update.

• Keeps schedules accurate and technicians well prepared.

• Maintains complete, timely, and useful JobTread records.

• Coordinates materials effectively and reduces avoidable return visits.

• Handles warranty and service concerns with care and urgency.

• Follows through consistently and takes ownership of unresolved issues.

• Supports strong GuildQuality results and positive client feedback.

• Builds productive relationships across departments.

• Contributes ideas that improve efficiency, consistency, and client care.

Performance Measures

Performance may be evaluated through a combination of individual and shared team measures, including:

• Client satisfaction and GuildQuality and Google results

• Timeliness and quality of client communication

• Response time to new and existing service requests

• Scheduling accuracy and technician readiness

• JobTread documentation completeness and timeliness

• Material coordination and reduction of preventable return visits

• Warranty responsiveness and follow-through

• Reliability, initiative, teamwork, and ownership

• Contribution to continuous improvement

Qualifications

• Experience coordinating residential construction, remodeling, field service, warranty, property maintenance, or a similar service operation preferred.

• Strong organizational skills and the ability to manage multiple active priorities.

• Exceptional written and verbal communication.

• Confidence speaking with homeowners and guiding conversations toward clear next steps.

• Ability to remain calm, helpful, and solution-focused when circumstances change.

• Strong attention to detail and dependable follow-through.

• Demonstrated ability to learn and use technology effectively.

• Experience with construction management, scheduling, CRM, or field service software preferred.

• Basic understanding of residential construction terminology, materials, and workflow preferred.

• Ability to make sound decisions independently while recognizing when additional support is needed.

Pay & Benefits

The rate of pay for this position is between $36-40/hour, DOE. This position may be eligible for a quarterly HomeCare Service Excellence Bonus based primarily on the performances and service standards that create strong client outcomes.

Neil Kelly offers a complete benefit package: