Service Coordinator I

Responsibilities

• Serve as the primary point-of-contact for customers, triaging incoming service requests and ensuring prompt resolution.
• Create and manage service jobs in the system, while coordinating technician schedules to optimize efficiency.
• Proactively schedule preventative maintenance and repair services, confirming details with customers.
• Utilize customer portals to oversee and update all open work orders, ensuring accuracy and timeliness.
• Track and oversee job progress from initiation through completion, escalating issues as needed to meet deadlines.
• Participate in department meetings with the service operations team to align priorities and resolve challenges.
• Provide cross-functional support to other Service Department roles as needed to maintain operational continuity.
• Participate in a rotating on-call team to respond to emergency service requests, as required by location.

Requirements

• High School Diploma or G.E.D.
• One to three years of administrative experience in a service-related business.
• One to three years of scheduling field technicians and/or customer service.

Qualifications

• Computer literacy is required, including a working knowledge of Microsoft Office applications (i.e., Outlook, Word, Excel).
• General knowledge of service parts and the service industry, including but not limited to basic mechanical and technical aptitude.
• Incorporate time management skills by prioritizing work assignments.
• Proven interpersonal skills with both internal and external customers, including being a team player to create synergy within the office and company.
• Must be able to handle high-pressure situations.
• Must have basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders.

Preferred Job Requirements

• Associate or bachelor's degree in related field.
• Four years of administrative experience in a service-related business.
• Four years of scheduling field technicians and/or customer service.
• Working knowledge of business enterprise systems (e.g. FieldServio, SAP, etc.).
• Proficiency in schematic and service documentation.