Service Coordinator

Job Description

Job Description

Description :

Through our offering of furniture, walls, and audio-visual solutions, Continua Interiors is on a mission to transform the way people work, learn and heal across the Midwest. Centered around our core values, Continua places great importance on fostering a supportive work environment that values the culture, community, and connection with both team members and clients. We are not just a company; we are a movement, reshaping the dealer landscape across the Midwest.

OUR CORE VALUES : Accountable | Resilient| Service | Passion

WHAT YOU’LL BE DOING :

Handle all warranty and non-warranty service for all vendors, and internal requests. Quote and manage all chargeable repairs requiring service parts after punch list is complete, or warranties have expired. Schedule and support day-to-day deliveries and one -person install requests.

• Customer / Account Servicing

Provide professional customer interface and client relations throughout projects.

• Maintain frequent contact with clients; provide information on order status, shipping information and installation schedule.
• Responsible for customer signoffs and approvals for order processing.
• Service Coordination and Management

Research repair solutions directly with customers and manufacturers.

• Prepare and send proposals to customers for parts or labor that are not covered by manufacturers.
• Place parts and labor orders directly with vendors for warranty and non-warranty service requests.
• Keep customers updated on the status of the repair – parts ordered, parts acknowledged, etc.
• Schedule repair directly with customers upon acknowledgement.
• Close out / turn in all completed work orders. Check for completeness (date, initials of installers, contact phone number and e-mail address) and accuracy prior to forwarding to admin.
• Generate and process invoices daily for vendor reimbursements.
• Act as primary backup for the Service Desk Coordinator.
• Manufacturer Warranty

Submit all warranty parts request orders to manufacturers within 24 hours of receiving from the field.

• Submit all warranty labor reimbursement requests to all manufacturers following each vendor’s process (specific contract pricing, pre-approval, etc.).
• Keep warranty requests organized per the status of the process – submitted, approved, acknowledged, etc.
• Scheduling

Perform timely and efficient scheduling / rescheduling of all service work on a daily basis. The goal is to have the following day’s service schedule completed by mid-morning.

• Create and review all work order documents for completeness and accuracy prior to sending out to the field.
• Send notifications to the customer contact the day before the scheduled work.
• Work closely with the Installation Scheduler and other parties to communicate any / all scheduling needs or adjustments.
• General Tasks

Maintain a positive and cooperative attitude, specifically during problem resolution or complex situations.

• Work closely with the Service Technicians to evaluate issues and identify parts needed to repair the product.
• Provide support for internal and external customers.
• Assist in training new hires on proper operating procedures related to service.
• Perform other duties as assigned.

WHAT YOU SHOULD HAVE :

• One to two years of related experience and / or training, or equivalent combination of education and experience.
• Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
• Problem-solving skills to help determine solutions that are both beneficial to the client as well as cost effective for Continua.
• Attention to detail with ability to see projects through from start to finish.
• Proven ability to provide top notch customer service; demonstrate responsiveness and thoroughness in all communications to customers.
• Excellent written and verbal communication skills.
• Ability to work well on a team, as well as the initiative to work independently and bring in the right resources when needed.
• Working knowledge of Microsoft Word, Microsoft Excel, CORE accounting and contact management software, AIM inventory software, CAP specification software, Kiosk Service parts, instructions, warranty requests, contracts, and pricing.

WHAT WE BRING TO THE TABLE :

• A State-of-the-Art Facility with plenty of free parking, incredible technology throughout, and a multitude of workspaces at your disposal
• Use the EOS (Entrepreneurial Operating System) methodology to provide tools to help individuals and teams achieve goals, growth, and improvement.
• Quarterly All Company Meetings
• Seasonal Onsite Flu Shot Clinic
• Community Service opportunities
• Company social hours
• Ability to use your talents and strengths to make a positive impact

COMPENSATION AND BENEFITS :

The hiring compensation range for this position is $20-$25 per hour. Actual compensation will be determined based on a variety of factors, including but not limited to the candidate's experience, skills, qualifications, and location, as well as internal equity and market considerations.

Benefits available in this position include :

• Medical, Dental, and Vision insurance
• Company paid Short Term and Long Term Disability insurance
• Critical Illness and Accident Insurance
• HSA, DCA and FSA options available
• Paid time off and holidays
• Paid Parental Leave
• 401k Match (50% of every 1% up to 4%)

Requirements :

Salary : $20 - $25