Service Coordinator II

About the role

The Service Coordinator II is responsible for supporting the daily operations of the Service Department by managing administrative and scheduling functions. This includes creating and maintaining service jobs in the company’s business systems, answering and routing incoming service calls, and assisting with technician scheduling to ensure efficient job coordination. The role also involves maintaining organized electronic records, facilitating communication between team members, and providing general administrative support as needed. The Service Coordinator II reports directly to the Branch Manager.

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.
• Create, audit, and update new customers in the system and maintain customer location accounts.
• Manage equipment transfers between accounts, ensuring proper documentation and system updates.
• Partner with the credit department to resolve account status issues and maintain smooth service operations, escalating issues 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.
• Work under general direction; manage own workload and cross-train Service Coordinator I team members, fostering skill development and knowledge sharing.

Requirements

• Education: High School Diploma or G.E.D.
• Work Experience: 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

• Education: Associate or bachelor's degree in related field.
• Work Experience: 4 years of administrative experience in a service-related business; 4 years of scheduling field technicians and/or customer service.

Skills

• Computer literacy required, including working knowledge of Microsoft Office applications (Outlook, Word, Excel).
• General knowledge of service parts and the service industry, including basic mechanical and technical aptitude.
• Incorporate time management skills by prioritizing work assignments.
• Proven interpersonal skills with internal and external customers; team player to create synergy.
• Ability to handle high-pressure situations.
• Basic math skills for computing percentages, multipliers, sales tax, and totals on parts orders.
• Preferred: Working knowledge of business enterprise systems (e.g., FieldServio, SAP, etc.).