Service Operations Coordinator

Responsibilities

• Serve as the primary contact for inbound service requests
• Gather necessary information to diagnose and route service issues
• Schedule appointments, set expectations, and communicate updates
• Follow up with customers after service to confirm resolution and satisfaction
• Create and maintain accurate service tickets in the system
• Verify warranty eligibility, service history, and labor type
• Ensure documentation, notes, and photos are complete before closing tickets
• Manage technician schedules and prioritize urgent service calls
• Cook up appointment logistics, site access, and job scope details
• Coordinate with the Service Manager to confirm parts availability when needed
• Address customer concerns and collaborate with technicians to resolve issues
• Escalate recurring or complex problems to the Service Manager
• Maintain accurate service dashboards
• Monitor open service tickets
• Ensure documentation is complete to support timely invoicing
• Identify opportunities to improve service workflows and efficiency

Qualifications

• 3+ years experience in dispatching, service coordination, or operations support
• Strong proficiency in Microsoft Outlook and service management software
• High attention to detail and documentation discipline
• Strong communication skills with both customers and technical staff
• Experience with storage systems or industrial equipment preferred
• Familiarity with Spacesaver or Kardex products is a plus

About the Role

The Service Operations Coordinator is responsible for driving the daily execution of the Service Department. This role ensures service tickets are accurate, prioritized correctly, scheduled efficiently, and closed profitably. The coordinator acts as the operational hub between customers, technicians, vendors, and the Service Manager to ensure fast response times, high customer satisfaction, and clean documentation that protects revenue and margin. This position is critical to improving service response time, technician utilization, communication quality, and billing accuracy.

Location

Location: Lewisville, TX

Job Type

Full-Time

Pay

Not specified

Schedule

Not specified

Benefits

• PTO
• Holiday Pay
• 401K
• 100% Paid Medical, Dental, and Vision Insurance for employees
• Employee Stock Ownership Program (ESOP)
• Parental Leave Program
• Life Insurance
• Disability Insurance
• Tuition reimbursement
• Referral bonus program
• Charity Matching Program

Company Website

Southwest Solutions Group