Service Coordinator

About the role

The Service Coordinator is primarily responsible for providing exceptional customer service to our clients to ensure a high level of client satisfaction. This role manages service schedules and technician allocation, prioritizes incoming order requests, monitors the work order board, coordinates installations, and ensures order completion.

Responsibilities

• Manage all aspects of the assigned dispatch board to meet targeted service team utilization benchmarks and client project/service order target completion dates.
• Answer client calls, emails, and correspondence in a timely manner, assessing problem severity to establish priorities.
• Ensure prompt communication to clients (internal and external) regarding status updates and estimated resolution times.
• Proactively review and monitor the order board and email alerts to ensure timely follow-up, proper process adherence, and profitability.
• Maintain and optimize the assigned service team schedule, manage changes, and advise key stakeholders on schedule status.
• Support Project Managers or Project Coordinators during the development and implementation of project plans and timelines.
• Prioritize and negotiate resource assignments for project and professional service engagements.
• Collaborate with the Service team for resource scheduling and resolving disputed items or client concerns.
• Work closely with Purchasing and Inside Sales teams to track product orders for installation and follow up on outstanding items.
• Develop and maintain relationships with internal and external clients.
• Accurately maintain documentation and comply with administrative procedures, including timely time entry.
• Attend required company and departmental meetings.
• Act in accordance with Marco policies and procedures as outlined in the Employee Handbook.
• Perform other related duties as assigned.

Requirements

An associate degree and 2 years of experience or equivalent experience.

Skills

• Proficiency with business collaboration tools such as MS Office applications and project management tools.
• Communication: Strong skills in working with technical and non-technical individuals, developing collaborative relationships, and effective listening.
• Commitment: Ability to see projects through from start to finish with sustained energy and dedication.
• Organization: Effective use of time, energy, and resources to achieve intended goals.
• Relationships: Skilled at building trust, finding common ground, and demonstrating emotional empathy.
• Teamwork: Ability to collaborate on tasks, contribute effectively, and share responsibility for outcomes.
• Time Management: Ability to prioritize tasks, multitask, and adapt to changing priorities to meet deadlines.
• Enthusiasm: Display excitement and a positive attitude toward work assignments, clients, and the organization.
• Flexibility: Adapt to changes in the work environment, adjust methods to handle unexpected situations, and remain calm under pressure.
• Emotion Regulation: Manage emotions, especially negative ones, to think clearly and act objectively.
• Negotiation Skills: Understand the motivations of others to achieve win-win resolutions that satisfy both parties and maintain relationships.

Pay

$17.60–$25.50 hourly, based on candidate's skill level, experience, relevant licenses, and educational background.

Benefits

For detailed information about our benefits, visit our careers page at www.marconet.com/careers.