Service Coordinator II

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.
• Maintain organized electronic records, facilitate communication between team members, and provide general administrative support as needed.
• 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.
• Review completed jobs for accuracy and readiness for billing, collaborating with technical billers to finalize invoicing, escalating issues as needed.
• Process new entry-level to mid-level contracts and renewals in the electronic management system for related services.
• 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.
• Two to four years of administrative experience in a service-related business.
• Two to four years of scheduling field technicians and/or customer service.

Qualifications

• Associate or bachelor's degree in related field (preferred).
• 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.

Skills and Abilities

• Computer literacy, 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.
• Prioritize and manage multiple tasks simultaneously.
• Proven interpersonal skills with both internal and external customers, including being a team player to create synergy within the office and company.

Physical Demands

• Regularly required to talk and hear;
• Use hands to manipulate objects or controls;
• Stand and walk;
• Sometimes stoop, bend, or reach above the shoulders;
• Lift up to 25 pounds occasionally.