Service Coordinator

Job Title: Service Coordinator

Position Overview:

The Service Coordinator plays a critical role in ensuring the smooth operation of our pool and spa service department. This position involves managing customer interactions, scheduling service appointments, coordinating with technicians, and handling various administrative tasks to ensure a seamless customer experience from start to finish.

Key Responsibilities:

Scheduling & Coordination

• Schedule and coordinate service appointments, balancing efficiency and customer needs (text, phone, email).
• Schedule service technicians based on skills, location, and availability while ensuring that we are monitoring drive-time and gas expenses.
• Adjust schedules as needed for emergency calls, cancellations, or rescheduling.
• Monitor job progress and follow up with technicians to ensure timely completion.
• Ordering parts as needed for customers.
• Route Optimization – Schedule technicians efficiently to minimize drive time and maximize billable hours.
• Monitor Technician Performance – Track job completion times, upsell success, and customer feedback to identify training needs.

Customer Service & Communication

• Serve as the primary point of contact for customers regarding service scheduling.
• Confirm appointments, provide ETA updates, and handle rescheduling requests/reschedules.
• Invoice and collect payment on service tickets.
• Address customer inquiries about services, pricing, and warranty claims.
• Follow up after service visits to ensure customer satisfaction and ask happy customers to leave reviews.
• Identify Upsell Opportunities – Suggest additional services like filter cleaning, drain & refill, seasonal openings/closings, etc.
• Promote Contract Plans – Encourage customers to sign up for recurring maintenance plans, ensuring steady revenue as well as auto-ship programs.
• Recommend Upgrades & Repairs – If a technician notes a needed repair or upgrade (e.g., new heater, salt system, pump replacement), the coordinator should proactively follow up with the customer.

Lead Generation & Follow-Ups

• Re-engage Past Customers – Call/email customers who haven’t had service in a while to schedule maintenance or upgrades.
• Follow Up on Estimates – Check in on open repair estimates and work with customers to get them scheduled.

Enhancing Customer Retention & Referrals

• Customer Experience Check-Ins – Call or email customers after service appointments to ensure satisfaction and build loyalty.
• Encourage Online Reviews – Ask happy customers to leave reviews.

Administrative & Operational Support

• Maintain accurate records of service appointments, customer details, and job notes.
• Conduct invoicing, apply payments, and process warranty claims related to service jobs.
• Communicate with purchasing staff regarding parts needed for scheduled jobs that need ordered and follow Inter-company purchase orders to transfer parts from other locations that are needed for jobs.
• Monitor Open order reports and AR. Report weekly to management staff.

Team Collaboration

• Work closely with service technicians, ensuring they have job details and required parts.
• Coordinate with sales teams for service-related sales leads.
• Assist in monitoring technician performance and reporting key metrics.

Marketing & Promotions

• Promote Seasonal Deals – Push pre-season equipment checks, winterizations, or chemical sales.
• Email & Text Campaigns – Send reminders, promotions, and service updates to customers.
• Social Media Engagement – Post service tips, before-and-after photos, and promotions to attract new customers.

Inventory & Efficiency Improvements

• Coordinate Parts & Inventory – Ensure technicians have the right parts on hand to avoid rescheduling.
• Reduce Service Callbacks – Track recurring issues and implement better training or communication.

In addition, the Service Coordinator may be asked to assist our Construction department with customer communication and processing invoices, working with the Purchasing department on ordering parts/materials, or other duties as assigned.

Qualifications:

• Previous experience in a customer service or administrative role is preferred. Experience in a service-oriented industry is a plus.
• Excellent communication skills, both verbal and written with strong organizational abilities with attention to detail and accuracy.
• Proficiency in using scheduling software and basic office applications (e.g., Microsoft Office Suite).
• Ability to multitask and manage time effectively in a fast-paced environment.
• Friendly and professional demeanor with a customer-first attitude.
• Problem-solving skills and the ability to handle difficult situations calmly and effectively.

Benefits:

• Competitive hourly wage with opportunities for overtime
• Comprehensive benefits package, including health, dental, vision, and supplemental insurance
• Retirement savings plan with employer contributions
• Paid time off and company holidays
• Employee discounts on hot tubs, patio furniture, and outdoor accessories
• Training and development opportunities for career advancement within the company