Service Coordinator (HQ)

The Service Coordinator is part of a team responsible for responding to calls from clients in need of service with the highest level of customer service. The Coordinator oversees the scheduling of service technicians to ensure a timely and efficient response to requests. This role involves managing communication between technicians and clients, which includes keeping customers apprised of the company service schedule and lead times and updating the customer database with the most current information. The Service Coordinator also performs administrative tasks in support of operations, staff, and clients, by reviewing and processing work orders and purchase orders; preparing service invoices and timecards for processing; maintaining service records; providing service-related reports; reviewing, detailing, and receiving vendor invoices as assigned; assisting in acquiring invoices/receipts as needed:

• Ability to add on open quotes to customers
• Use software systems as necessary
• Answering company phone
• Maintaining a positive and professional office environment
• Support Service Operations Manager with creation and implementation of KPI’s (key performance indicators)
• Engage the Service Operations Manager regarding any critical matters
• Provide clear and concise communication to customers
• Support Service Operations Manager with customer complaints or concerns
• Other duties as assigned

A Service Coordinator is required to have a passion for customer service and the demonstrated experience in the with following:

• Previous and successful Service coordination experience is preferred
• Excellent written and verbal communication skills to collaborate with others under any type of condition
• Excellent clerical and organizational skills to keep track of schedules, and personnel
• Knowledge of computers for scheduling and other technician  duties
• Ability to multitask with different, and sometimes conflicting, events happening at the same time
• Excellent interpersonal skills with the ability to professionally relay information in a fast-paced environment
• Ability to manage competing priorities with accuracy
• Ability to work under stress and remain calm and to calm other people during rapidly changing circumstances