Service Coordinator

Job Description

Job Description

Benefits / Perks

• 401(k) with matching.
• Health, Dental, and Vision Insurance.
• Company-paid Life Insurance.
• Paid time off.
• Paid Holidays.
• Family culture.

Company Overview

Window World, the nation's largest exterior remodeler, is seeking the area's top Service Coordinator to join us as an employee and help us in our mission to provide excellent home improvement products and service at the best value. Window World of Western Massachusetts is one of the fastest-growing companies in our area. We would love for you to join us on our journey to continued success.

We are looking to hire a highly motivated, reliable, detailed oriented Service Coordinator that is responsible to work with customers to resolve and mitigate product and service issues. As an extension of our growing team, the Service Coordinator is very important. Every job duty is an opportunity to create the best experience a customer can have from beginning to end.

Job Summary

• The Window World Service Coordinator will work with customers in a variety of tasks, manage a high volume of inbound / outbound calls and work within a customer relations management (CRM) platform to schedule service appointments and record customer data. The Service Coordinator will also troubleshoot product and service issues across departments by clarifying and documenting customer concerns, determining the cause of the problem, selecting and expediting the best solution, and following-up to ensure a resolution and customer understanding. The Service Coordinator must be energetic and positive with a customer-first mentality to create positive experiences for all Window World customers. A home improvement background is a must.

Responsibilities

• Handle inbound and outbound calls using proper phone etiquette.
• Maintain strong knowledge of products, policies, warranties and services of the organization.
• Schedule product installations and / or service appointments with both customers and Window World team.
• Resolve customer issues by determining cause of problem, facilitating a resolution, and timely follow-up with customers.
• Coordinate communications and ordering of required service parts through manufacturers.
• Document services performed in the customer relationship management platform.
• Build a positive rapport with customers by carefully examining issues, developing solutions and answering customer questions in a positive and professional manner.
• Accurately create and update customer profiles and input records of customer interactions into CRM.
• Triage service calls and follow standard operating procedures.
• Printing, scanning, emailing and uploading documents.
• Processing project documents.
• Creating Google Sheet reports.

Qualifications for Customer Service Rock Stars :

• Min. 3-5 years of continuous home improvement customer service experience.
• Superior oral communications skills on the telephone.
• Good written communication skills.
• Problem solving ability.
• Ability to prioritize and multi-task with exceptional time management and organization skills.
• Reliable, detail oriented, self-starter with the ability to work independently as well as collaborate with team.
• Tech savvy and efficiently navigate through computer and web-based systems.
• Proficient in Microsoft Word, Excel and Outlook.
• Familiarity with customer relations management software.
• Strong interpersonal skills, with a positive professional demeanor.

If you are interested in joining our team, please don't hesitate to apply here or email us. We can't wait to hear from you!

Job Type : Full-time

Schedule : Monday to Friday