Service Coordinator

Summary 

A Service Coordinator answers and responds to any emergency or non-emergency calls to provide assistance or important information. Their main duties include logging each call, providing answers to questions by retrieving information from the necessary departments, and supervising the field units’ routes to prioritize and organize their schedules. 

Qualification Requirements 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Minimum Qualifications 

• High School Diploma or equivalent required; College Degree preferred  

• At least 2 years of experience working in an office environment required  

• At least 2 years of customer service management experience required  

Knowledge, Skills and Abilities  

• A minimum of 2 years of customer care experience/management  

• Experience in a sales environment  

• Must be fluent with Microsoft Excel/Outlook 

• Organizational skills, follow up and attention to detail 

• Ability to adapt well and accept feedback in a changing environment 

• Flexible and resilient to adapt to multiple demands, shifting priorities and changing business conditions 

• Articulates well, dependable, punctual, and detail oriented 

• Ability to work independently 

Supervisory Responsibilities 

Essential Functions 

• Manage and schedule customer requests for service/maintenance post installation  

• Build rapport with customers by maintaining constant and courteous contact via phone, email, or text 

• Manage/order parts and warranty coverage  

• Precision multi-tasking in a high-volume environment while maintaining a positive attitude  

• Make concise decisions that facilitate a positive customer interaction and business outcome - must have excellent critical thinking skills  

• Promote the RbA Culture of "Let’s be great together" with every interaction - team player 

• Other job duties as assigned 

Physical Demands 

• Sitting for Extended Periods  

• Computer Use  

• Meetings and Collaboration 

• Communication 

• Data Entry 

• Multitasking 

• Document Handling 

• Occasional Travel 

Work Environment  

• Office Setting: Much of the work is conducted in an office environment, where the Service Coordinator performs various administrative tasks related to coordinating service requests. 

• Desk Work: Extended periods of time spent at a desk, using a computer, and engaging in administrative duties such as scheduling, communication, and data entry. 

• Computer Use: Regular use of computers and office software to manage service-related information and update databases. 

• Phone Communication: Engaging in phone communication with customers, service technicians, and other internal departments to coordinate service appointments, address inquiries, and provide updates. 

• Customer Interaction: Regular interaction with customers to confirm service appointments, gather relevant information, and address any concerns or inquiries they may have. 

• Collaboration: Collaborating with service technicians, other service coordinators, and potentially other departments to ensure effective communication and coordination of service activities. 

• Problem-Solving: Addressing service-related issues, identifying solutions, and ensuring that service requests are resolved efficiently. 

• Adaptability: Adapting to changes in service schedules, customer needs, and other dynamic aspects of coordinating service activities. 

• Data Entry: Entering and updating service-related information in the company's systems and databases.