Service Coordinator

Job Description

Service Coordinator

Ithaca, NY

General Description

The Service Coordinator reports to the Advantage Sport & Fitness, Inc. VP of Field Operations and is primarily responsible for performing the administrative tasks related to service operations throughout their geographic regions. The Service Coordinator is responsible for ensuring efficiency, accuracy, integrity, and a high level of customer satisfaction throughout service operations.

I. Job Responsibilities

• Dispatching/Scheduling
• Answering the customer service phone line and emailing with customers to discover and document all information relevant to the service problem.
• Providing the service technicians with all information captured to perform the work and/or for otherwise directing the problem to the attention of the employee in the service department who is appropriate for resolving the customer problem.
• Enter data into various service databases.
• Invoicing/Warranty Reimbursements
• Promptly create and process invoices upon completion of service work.
• Manage communication with multiple customer points of contact for each invoice.
• Enter data gathered into various databases related to invoicing.
• Submit requests to vendors for labor warranty reimbursements.
• Parts Ordering / Estimates
• Obtain customers' information, product serial numbers, and specifications of items to be purchased, and enter this information on order forms.
• Prepare invoices, shipping documents, purchase orders and agreements.
• Inform customers on order information, such as unit prices, shipping dates, and any anticipated delays.
• Verify customer and order information for correctness, checking it against previously obtained information as necessary.
• Check inventory records to determine availability of requested parts.
• Review orders for completeness according to reporting procedures and forward incomplete orders for further processing.
• Submission and completion of parts warranty claim documentation.
  
  

Ii. Skill/Character Requirements

• Interpersonal/Communications Skills
  
  

The Service Coordinator must be a strong communicator who works effectively with a wide variety of people, including customers, technicians, coworkers, vendors, and company management. The Service Coordinator represents the company to our customers on the phone and must always conduct him/herself in a professional manner. The Service Coordinator must possess strong verbal and written skills to provide effective communications with customers, technicians, coworkers, vendors, and company management.

• Mechanical aptitude and vocabulary:
  
  

The Service Coordinator must have enough mechanical aptitude and vocabulary to effectively communicate with customers, technicians, and vendors about any equipment issues and related equipment parts. Previous service parts/dispatching/administrating is a plus.

• Computer Skills
  
  

The Service Coordinator must have a strong aptitude for the use of computers to document all service-related activities in the service databases and perform accurate invoicing and parts ordering. Must be proficient in Microsoft Office Suite, and quickly master company CRM and ERP software. Must be efficient, professional, and prompt with email communications.

• Organizational/Planning Skills
  
  

The Service Coordinator must possess strong planning and organizational skills to effectively complete their work throughout the day. The Service Coordinator must be able to perform in a fast-paced environment, stay on task despite interruptions, and manage simultaneous projects with excellent follow through.

• General Characteristic
  
  

The Service Coordinator must conduct him/herself in a professional manner, must be thoroughly dependable and responsible, and must be careful and attentive to detail. An extremely strong attendance record is a critical requirement of this position.

Ii. Hours Required

The required hours are somewhat flexible to accommodate the specific scheduling requirements of each week, but each day must begin work by 8:00 am and the average work week is approximately 40 to 45 hours per week, as follows:

Monday through Friday: Minimum 8-hour day

Saturday and Sundays: Not Required

Weekend hours are normally not required but may be necessary during extraordinary circumstances.

Iv. Compensation/Benefits

The Service Coordinator is an FLSA non-exempt, salaried, permanent, full-time position, and is eligible for company benefits including health, dental, and 401(k). Salary range is $41,600-$52,000 and is dependent on experience and qualifications.

Advantage Sport & Fitness, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religious persuasion, political belief, national origin, citizenship, immigration status, age, sex, sexual orientation, affectional preference, marital status, physical or mental disability that does not prohibit performance of essential job functions, military status or any other legally protected status. MILITARY VETERANS ARE ENCOURAGED TO APPLY.

Interested candidates should submit a cover letter and resume. Learn more about our company at: http://www.advantagefitness.com/