Service Coordinator

Essential Duties and Responsibilities

• Fields incoming calls from clients, asks probing questions to determine the nature of the client’s issues, creates a service ticket documenting the issue, and based on specialty schedules an appointment with the appropriate service technician.
• De-escalates client issues by expressing empathy, and assures 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, researching unlabeled parts to determine accurate part number for inventory purposes.
• Tracks incomplete tickets, works with technicians to identify what is needed to resolve the 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.

Other Duties and Responsibilities

• 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
• In the absence of the Service Manager, fills in 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 by the Tennessee Drug Free Workplace program.
• Must be able to become a registered alarm employee under the requirements of the State of Tennessee.
• 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

• 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.