Service Coordinator

Job Description

Facilitate the distribution of service related information between customers, technicians, and other departments as needed.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Receive service calls from customer, prioritize calls according to customer needs, dispatch service technician, and when possible, make sure technician has necessary parts.
• Provide support for technician to obtain maximum efficiency.
• Follow up after emergency calls to ensure proper response times are met.
• Communicate daily with assigned teams and technicians for daily coverage and needs. Coordinate efforts of the team and address daily, weekly and monthly issues affecting customer service and profitability.
• Monitor and reduce travel expenses.
• Maintain an accurate database.
• Support policies and procedures of the computer system and the company
• Facilitate implementation of changes, process improvements or enhancements.
• Consistently strive to ensure a level of service that exceeds customer expectations.
• Track scheduled maintenance calls to confirm that they are performed timely.
• Notify appropriate department with any customer issues and concerns.
• Collect purchase order numbers and match paperwork for customers as needed to insure payment.
• Manage special billings needs of customers.
• Order follow-up parts issues for technicians.
• Issue purchase order numbers to vendors as needed.
• Receive, review, and distribute paperwork.
• Perform others duties as needed and assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Minimum of high school diploma or equivalent.
• Demonstrated excellent customer service skills; Minimum of two years of experience in customer service or dispatch environment.
• Computer data entry experience with Microsoft Office experience preferred.
• Excellent communication skills: written, verbal, and listening.
• Team player.
• Self-motivated.
• Excellent organizational skills.
• Detail oriented.
• Good sense of urgency with ability to handle frequently changing priorities and multiple tasks.

Ability to work in fast-paced environment (resilient).