Service Coordinator

About the role

South Western Communications is a trusted source for communication, physical security and life safety solutions. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. The Service Coordinator plays a central role in our ability to provide excellent service by fielding incoming calls, scheduling and confirming service appointments, and tracking incomplete service calls.

Responsibilities

• Fields incoming calls from clients, asks probing questions to determine the nature of the client’s issues, and creates a service ticket documenting the issue
• Schedules an appointment with the appropriate service technician based on specialty
• De-escalates client issues by expressing empathy and assuring client that SWC will get the issue resolved
• Utilizes technician and client location information to create efficient service routes that maximize billable time and minimize travel time between appointments
• Supports technicians in the field by accurately creating POs and allocating parts to service tickets
• Tracks incomplete tickets, works with technicians to identify what is needed to resolve issue, and drives resolution by ordering needed parts and scheduling return trip(s) as needed
• Periodically follows up with customers to determine satisfaction after technician visit
• Prepares and issues invoices for service tickets with accurate parts and labor allocation and responds to any customer questions regarding the invoices
• Becomes conversant in basic terminology of SWC’s various systems to facilitate better communication between clients and technicians
• Manages the schedule for the on-call rotation
• Attends company meetings on or off-site as required
• Supports Service Manager with any additional needs required to keep department running smoothly
• Fills in for the Service Manager in their absence to resolve any customer issues that are escalated and to effectively prioritize tickets

Requirements

• Must submit to and pass pre-employment drug screen and random drug screens as mandated
• Must have clear and effective oral and written communication skills
• Highly detail oriented and able to effectively accomplish multiple tasks with competing priorities, while maintaining a high level of accuracy
• Technologically savvy and able to learn and navigate multiple different desktops and cloud-based software systems
• Able to identify common client issues and time to resolve to maximize scheduling efficiency
• Excellent customer service skills for both external (clients) and internal (technicians, admin, warehouse) customers
• Able to work both as an individual and as part of a team, collaborating to resolve cross departmental issues
• Shows a strong sense of ownership and a drive to resolve problems

Physical Demands and Work Conditions

Must be able to communicate effectively via phone calls, text messages, and emails. Must be able to work, sitting or standing, at a computer for extended periods of time. Work is primarily done indoors in a temperature-controlled office setting.