Service Coordinator

Responsibilities

• Answer inbound customer calls and emails promptly and courteously, treating every equipment failure with the urgency it deserves
• Coordinate service resources, dispatching and assigning W2 and/or 1099 technicians to mechanical service repairs
• Create service orders with all information the technician needs to complete the repair correctly the first time
• Interact with customers to confirm service orders are accurate and dispatched in time to meet customer SLAs
• Build repair quotes based on technician feedback
• Maintain open, ongoing communication with technicians throughout the day to schedule manpower effectively and meet customer needs
• Proactively update customers on the status of their repair — don't wait for them to ask
• Process and close orders daily
• Aid technicians in sourcing parts needed for repairs
• Serve as the single point of contact for customers, vendors, and technicians, providing timely, accurate responses to every inquiry
• Follow up on pending repairs to ensure timely completion and closure
• Help ensure technicians are meeting their agreed-upon KPIs
• Maintain composure and a positive, solutions-oriented attitude in a fast-paced environment
• Follow processes and procedures that meet client SLAs

Qualifications

• Excellent written, verbal, and interpersonal communication skills
• A genuine customer-service mindset — you want to be the person who makes a stressful day better
• Critical thinking and problem-solving skills
• Strong computer skills
• Ability to prioritize and manage multiple projects simultaneously
• Detail-oriented and accurate in data entry
• Ability to stay calm and focused in a fast-paced environment
• Dispatch experience
• Proficiency in customer interaction and vendor management
• Salesforce experience preferred