Service Coordinator

A Service Coordinator is a vital position that works directly with customers and manufacturers while supporting and communicating with multiple personnel within the Company (Ex: Technicians, Installers, Sales, A/R, Warranty, Procurement and Shipping/Receiving). Service Coordinators, the majority of the time, give the initial impression to the customer of Service Plus and how we operate. Therefore, this position requires a high degree of courtesy and professionalism along with accurate data entry skills.

General responsibilities include receiving & prioritizing service requests, scheduling, dispatching and assisting in resolving customer questions, complaints and billing inquiries. Additionally, Service Coordinators will process service orders continuously throughout each job so other departments can also operate with efficiency.

Work is to be performed in accordance with established processes and procedures in a fast-paced, constantly changing environment under the general direction of the Office Manager and Service Manager.

Responsibilities:

• Communicate with customers, manufacturers, dealers, etc., via telephone and email, in order to schedule service requests, preventive maintenance, installations, sales calls and answer any questions, concerns and/or any issues that may arise. If unable to resolve independently, relay information to Service Manager and Office Manager and collaborate to bring resolution.
• Collect and enter detailed and accurate customer, site, billing and equipment information into company database.
• Coordinating with A/R Department, verify customer terms, process COD/Credit Card Authorization forms.
• Communicate and work with A/R Department to resolve any credit limit or customer payment issues.
• Communicate with A/R Department to verify if equipment on service request is or is not covered under manufacturer warranty and which party is responsible for payment.
• Prioritize, schedule and dispatch new service requests and parts jobs to best meet customer needs and technician productivity utilizing company software and GPS based on job type, technician capability & skill level, along with geographical location.
• Verify with customer, each scheduled appointment prior to final dispatch.
• Provide customer with name of assigned technician and ETA.
• Provide technicians with all pertinent information regarding service requests.
• Support technicians and personnel in the field to resolve questions and problems quickly.
• Communicate with technicians to record arrival & departure times for each job along with entering new information and updating status codes as necessary.
• Ensure all pertinent job boards and job statuses are updated on a continuous basis.
• Continuously and accurately triage service jobs for A/R department.
• Maintain ongoing schedule for on-call technicians and update on-call telephone numbers on a weekly basis.
• Identify issues/problems/concerns regarding technician and Service Department productivity; if unable to resolve independently, relay information to Service Manager and Office Manager and collaborate to bring resolution.
• Work in conjunction with the Service Manager and Office Manager to ensure all procedures and processes are being completed as efficiently as possible.
• Keep the Service Manager & Office Manager informed of any issues, problems, and other pertinent information.
• As requested, or required, generate reports from software systems.
• Service Coordinators are the conduit between the customer, technicians and all other internal departments. It is imperative to communicate with all personnel in each department and follow procedures accurately.
• Other duties as assigned by management.

Qualifications and Skills:

• 2 years of customer Service experience required
• Some dispatch experience is preferred
• Must have excellent written and verbal communication skills as well as strong organizational skills
• Must be able to multitask in a fast-paced work environment and be able to work well under pressure
• Must be able to work on a team, but also needs to be able to work independently.
• Candidate must be able to follow through on duties and assignments from beginning to end, without close supervision

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Flanders, NJ 07836: Relocate before starting work (Required)

Work Location: In person

Salary : $45,000 - $55,000