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 empathizing and assuring clients that the issue will be resolved.
• 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 service call issues.
• Tracks incomplete tickets, coordinates with technicians to resolve issues, orders necessary parts, and schedules return visits as needed.
• Follows up with customers post-service call to gauge satisfaction and address any concerns.
• Prepares and issues service invoices with accurate parts and labor allocation, and responds to customer inquiries.
• Becomes familiar with basic terminology of SWC’s systems to improve communication between clients and technicians.

Other Duties and Responsibilities

• Manages on-call rotation schedule.
• Supports the Service Manager with additional departmental needs.
• In the absence of the Service Manager, resolves customer issues and prioritizes tickets.

Requirements

• Passes pre-employment drug screen and random drug screens.
• Has clear and effective oral and written communication skills.
• Is highly detail-oriented and capable of managing multiple tasks with competing priorities.
• Is technologically savvy and able to navigate multiple systems.
• Able to identify common client issues and resolve them efficiently.
• Exhibits excellent customer service skills for both external and internal customers.
• Works well individually and as part of a team, resolving 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, text, and email.
• Must be able to work for extended periods at a computer.

Work Conditions

• Primarily works indoors in a temperature-controlled office setting.