Service Coordinator

Essential Duties and Responsibilities

• Fields incoming calls from clients, documents issues, and schedules appointments with appropriate service technicians.
• De-escalates client issues by expressing empathy and assuring them that SWC will resolve the problem.
• Schedules service tickets efficiently, utilizing technician and client location information to create optimal service routes.
• Supports technicians in the field by creating POs, allocating parts, researching unlabeled parts, and driving resolution of issues.
• Tracks incomplete tickets, works with technicians to identify needed parts, and schedules return trips as necessary.
• Follows up with customers to ensure satisfaction after technician visits.
• Prepares and issues invoices for service tickets with accurate parts and labor allocation, and responds to customer inquiries.
• Becomes conversant in basic terminology of SWC’s various systems to facilitate better communication between clients and technicians.

Other Duties and Responsibilities

• Manages the on-call rotation.
• Supports the Service Manager with additional needs to keep the department running smoothly.
• In the absence of the Service Manager, resolves customer issues and prioritizes tickets.

Requirements

• Must submit to and pass a 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 manage multiple tasks with competing priorities, maintaining accuracy.
• Technologically savvy and capable of learning and navigating multiple desktops and cloud-based software systems.
• Able to identify common client issues and resolve them efficiently to maximize scheduling efficiency.
• Excellent customer service skills for both external (clients) and internal (technicians, admin, warehouse) customers.
• Able to work independently and as part of a team, collaborating to resolve cross-departmental issues.
• Show a strong sense of ownership and a drive to resolve problems.

Physical Demands

• 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 Conditions

• Work primarily done indoors in a temperature-controlled office setting.